Course

Customer Services Basics

Faculty
Applied Community Studies
Department
Customer Service & Cashier Training
Course Code
CSCT 0120
Credits
3.00
Semester Length
15
Max Class Size
18
Method(s) Of Instruction
Lab
Seminar
Practicum
Typically Offered
To be determined

Overview

Course Description
This course is designed to help students identify the essential elements of good customer service skills for the retail industry. Course work will emphasize the importance of portraying a professional image, developing good communication skills and listening techniques. Students will learn effective strategies when dealing with customer complaints and telephone courtesy.
Course Content
  • the essential elements of good customer service skills
  • developing customer courtesy, including verbal communication and listening skills
  • using effective strategies to handle customer complaints
  • examining current trends in retail policies and professional representation
  • using professional courtesy when using the telephone

 

Learning Activities
  • Instructor presentation
  • Class discussion
  • Roleplays
  • Guest speakers
  • Written assignments
  • Workshop (TOP START customer service)
Means of Assessment

A mastery model of on-going evaluation will be used.  A student will have completed the course when he/she has demonstrated through satisfactory completion of exercises and assignments that the course objectives have been achieved.  Where formal tests are used mastery will be defined as a score of 80% or more.

Progress will be monitored on a regular basis by the instructor in consultation with each student.  The student will be expected to maintain regular attendance and progress, actively participate in all lab instructed activities, and completes all assignments as directed

Learning Outcomes
  1. To learn and practice appropriate customer service skills
  2. To develop good communication and listening skills when dealing with customers
  3. To learn effective methods when dealing with customer complaints
  4. To learn the importance of image and how it applies to the work site
  5. To develop essential telephone skills for the retail setting

Requisites

Course Guidelines

Course Guidelines for previous years are viewable by selecting the version desired. If you took this course and do not see a listing for the starting semester / year of the course, consider the previous version as the applicable version.

(Current)

Course Transfers

These are for current course guidelines only. For a full list of archived courses please see https://www.bctransferguide.ca

Institution Transfer Details for CSCT 0120
There are no applicable transfer credits for this course.

Course Offerings

Winter 2025

CRN Days Instructor Status
Maximum Seats
18
Currently Enrolled
9
Remaining Seats:
9
On Waitlist
0
Building
Coquitlam - Bldg. B
Room
B2290
Times:
Start Time
10:30
-
End Time
11:20
Section Notes

Acceptance into Customer Service and Cashier Training program. Instructor permission required.

This course will include some synchronous on-line activities. Students should plan to be available on-line at scheduled course times. Synchronous on-line activities may include lecture, or they may not. In some courses, synchronous class time may be used instead for active learning components (e.g. discussions, labs).