Customer Services Basics

Curriculum Guideline

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Course
CSCT 0120
Discontinued
No
Course Code
CSCT 0120
Descriptive
Customer Services Basics
Department
Customer Service & Cashier Training
Faculty
Applied Community Studies
Credits
3.00
Start Date
End Term
Not Specified
PLAR
No
Semester Length
15
Max Class Size
18
Contact Hours
70 – 90 (depending on employment barriers) Classroom 40% Lab 40% Practicum 20%
Method(s) Of Instruction
Lab
Seminar
Practicum
Learning Activities
  • Instructor presentation
  • Class discussion
  • Roleplays
  • Guest speakers
  • Written assignments
  • Workshop (TOP START customer service)
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 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
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

Prerequisites

Acceptance into CSCT Program

Corequisites

CSCT 0130, CSCT 0140, CSCT 0150