vcc.ca
AUTO 1030: Customer Service & Communication Skills
Effective date
September 2026
Department
Auto Part & Serv Advs Coll Est
School
Trades, Technology and Design
Description
This customer service course develops essential professional skills for client-facing roles. Students learn active listening, strategic questioning, conflict resolution, and problem-solving techniques. Participants master communicating complex technical concepts to diverse audiences while managing multiple priorities effectively. Emphasis on maintaining professional standards ensures graduates deliver exceptional service experiences across various industries.
Credits
2.5
Year of study
1st Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Demonstrate active listening and effective questioning techniques.
- Apply conflict resolution and problem-solving strategies in customer interactions.
- Communicate technical information clearly to non-technical clients.
- Manage multiple service requests and prioritize tasks.
- Exhibit professional behavior and appearance in customer-facing situations.
Prior Learning Assessment & Recognition (PLAR)
PLAR is assessed through a challenge exam, interview, or worksite assessment.
Hours
Lecture, Online, Seminar, Tutorial: 25
Clinical, Lab, Rehearsal, Shop, Kitchen, Simulation, Studio: 25
Practicum, Self-Paced, Individual Learning: 5
Total Hours: 55
Clinical, Lab, Rehearsal, Shop, Kitchen, Simulation, Studio: 25
Practicum, Self-Paced, Individual Learning: 5
Total Hours: 55
Instructional Strategies
A combination of lecture, demonstration, simulations, problem solving, practical activities and reflective discussion will be used throughout this course.
Grading System
Percentages-STBC
Passing grade
70
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Participation |
10 |
|
|
Assignments |
30 |
|
|
Quizzes/Tests |
30 |
|
|
Final Exam |
30 |
|
Course topics
- Active Listening Techniques
- Strategic Customer Questioning Skills
- Conflict Resolution Best Practices
- Technical Communication Made Simple
- Service Request Priority Management
- Professional Standards and Etiquette
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.