vcc.ca
LERN 1200: Keys to Customer Service
Effective date
January 2021
Department
LERN UGotClass
School
Continuing Studies
Description
Learning to build your customer service skills will have a powerful impact on your career success as well as success in other areas of your life. Through this course you will discover the direct relationship between service skills and career achievement. You will become skilled at being an exceptional service provider. You can help your organization and your career by translating your good service intentions into a workable plan and gain knowledge of ways to consistently deliver great service. The payoff is enormous.
This course is offered in partnership with Learning Education Resource Network - UGotClass. For more information see http://yougotclass.org/index.cfm/VCC
Credits
0.0
Year of study
General Interest
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Explain how building customer satisfaction and loyalty is needed for a business or organization to succeed.
- Calculate the possible impact of lost customers on a business or organization.
- Describe the important distinction between hearing and listening.
- List the five successful e-service delivery requirements.
- Recognize and categorize customer turnoffs.
- Discuss the importance of exceeding what customers expect.
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 16
Total Hours: 16
Total Hours: 16
Instructional Strategies
Grading System
Satisfactory/Unsatisfactory
Passing grade
S - based on: 1. Make at least one comment every week in the discussion. 2. Take every Unit self-quiz. 3.The requirements should be done by the last day of the course.
Evaluation Plan
None
Course topics
- Understand Service Matters
- Listen to Your Customer
- Web Sites and Electronic Communication
- Customer Turnoffs
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.