vcc.ca
ELRT 1200: Customer Service Essentials
Effective date
September 2021
Department
Electronics Repair Technology
School
Trades, Technology and Design
Description
Students learn the basic concepts and current trends in the customer service industry. Special areas of emphasis include problem-solving, development of a customer service strategy, creating customer service systems, coping with challenging customers, customer retention, and measuring satisfaction.
Credits
1.0
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:
- Describe the fundamentals of customer service and identify roles within the customer service industry.
- Use strategies to meet or exceed customer expectations.
- Demonstrate listening and problem-solving abilities when engaging in customer service.
- Identify and describe the components of excellence in customer service.
- Describe the components of a customer service system.
- Utilize strategies for communicating with individuals whom they find to be challenging.
- Discuss the relationship between leadership and motivation in customer service.
- Define both formal and informal leadership skills.
- Define customer retention and methods of measuring customer satisfaction.
- Articulate a personal philosophy of customer service.
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 25
Total Hours: 25
Total Hours: 25
Instructional Strategies
Daily instructional time is divided equally between classroom activity and practical workshop experience
Classroom activity consists of lectures, demonstrations, audio-visual presentations and exercises that provide a practical working knowledge of concepts discussed. Extensive workshop experience is provided to reinforce theoretical concepts, develop hand skills and achieve familiarity with a variety of electronic equipment and apparatus.
Classroom activity consists of lectures, demonstrations, audio-visual presentations and exercises that provide a practical working knowledge of concepts discussed. Extensive workshop experience is provided to reinforce theoretical concepts, develop hand skills and achieve familiarity with a variety of electronic equipment and apparatus.
Grading System
Letter Grade (A-F)
Passing grade
C
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Assignments |
40 |
4 Role play of customer service scenarios (Challenges) |
|
Quizzes/Tests |
30 |
3 quizzes (Tests) |
|
Final Exam |
30 |
|
Course topics
- What is Customer Service?
- Challenges of Customer Service
- Problem Solving
- Strategy for formulating a plan for success
- Empowerment
- Communications in customer service
- Coping with challenging customers
- Motivation
- Leadership in customer service
- Customer retention and measurement of satisfaction
- Technology and customer service
- Excellence in customer service
Learning resources
Customer Service A Practical Approach Sixth Edition
Elaine K. Harris
Elaine K. Harris
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.