This course provides focused knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized throughout in meeting the needs of multi-cultural customers. Additional topics covered are User Support and Help Desk Functions. User support processes and activities are examined.
ICT Certificate Program Admission
For current information and details on transfer credit for this and other courses, check the BC Transfer web site at http://bctransferguide.ca/.
Upon successful completion of the course, students will be able to:
Customer Service Skills for Success. 6th edition. Lucas, Robert W. McGraw-Hill. ISBN 978-0-07-354546-2.
|Assignments and Quizzes
|Participation and Group Work||10-30%|
Percentage grades will be converted to letter grades at the home institution.
|1||Help Desk Support, Myers Briggs Test|
|2||What is Customer Service, Myers Briggs Interpretation|
|3||Contributing to the Service Culture, Computer User Support|
|4||Verbal and Nonverbal Communication|
|5||Listening to the Customer|
|6||Customer Service & Behavior|
|7||Handling Difficult Customers Encounters|
|8||Customer Service via Technology
Success as a Team Player
|9||Cultural Diversity - Customers and Co-workers, Help Desk Operation|
|10||Succeeding in a New Job, Winning Telephone Skills|
|11||Attitudes in the Workplace, Effective Working Relationships, Relationships with Others|
|12||Customer Loyalty and Service Recovery
Human Relations and Business Ethics
|13||Customer Service via Technology, Help Desk Roles and Responsibilities|
|14||Creating Effective Presentations|
|College Policies:||Academic Appeals (including appeal of final grades), Student Conduct, Cheating and Plagiarism, Academic Probation and other educational issues are those of the student's home insitution.
|Attendance:||As this is an on-line course, attendance requires participation in the course, not time in a classroom. However, students must ensure that they complete their required participation in online discussions and other similar assignments.|
|Missed Exams:||Quizzes and periodic tests must be written when scheduled for the class. This policy may be modified should the student submit written documentation, acceptable to the department, supporting a valid reason for missing the quiz or test (i.e. family or personal emergency, etc.).
|Late Assignments:||Late assignments will not be marked without the student having made prior arrangements with the instructor.|
|Cheating/Plagiarism:||Plagiarism is the presentation of another person's words, ideas, interpretations, insights, or order of points as one's own. All work submitted must be the student's own words and content, and not written by a tutor or friend. If external sources are used for an essay or assignment, they must be documented to avoid plagiarism.|