Customer Service Fundamentals

Curriculum Guideline

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Course
LIST 0120
Discontinued
No
Course Code
LIST 0120
Descriptive
Customer Service Fundamentals
Department
Vocational Education and Skills Training
Faculty
Applied Community Studies
Credits
3.00
Start Date
End Term
Not Specified
PLAR
No
Semester Length
15 Weeks
Max Class Size
12
Course Designation
None
Industry Designation
None
Contact Hours

Lecture/Lab: 4 hours per week

 

Method(s) Of Instruction
Lecture
Lab
Learning Activities
  • Lecture
  • Lab
  • Role-plays
  • Audiovisual media
Course Description
This course is designed to provide students with barriers to education and employment with hands on training in customer service. The focus of the course is on foundational customer service skills needed to obtain employment in a variety of workplaces, such as retail stores, restaurants, coffee shops, and more.
Course Content

Topics to be explored include:

  • Customer service relation skills
  • Effective communication utilizing assertiveness, active listening, paraphrasing, asking questions and awareness of nonverbal communication
  • Conflict resolution strategies
  • Handling customer questions and concerns
  • Accepting Shopify payments
Learning Outcomes

At the conclusion of the course, a successful student will be able to:

  1. Develop and demonstrate teamwork and collaboration skills.
  2. Evaluate personal skills and abilities, work skills, habits and performance.
  3. Measure personal compatibility with type of work chosen.
  4. Use confidence and self-esteem building skills to improve employability.
  5. Identify work and personal values.
  6. Apply hygiene and grooming principles to maintain a professional appearance.
  7. Apply professional workplace attitudes and habits.
  8. Demonstrate presentation skills.
  9. Exhibit effective communication exchanges in the retail workplace and in an educational setting.
  10. Identify and apply conflict resolution techniques.
  11. Employ active listening skills.
  12. Identify acceptance communication for both public and private situations.
  13. Adhere to workplace confidentiality.
  14. Exhibit positive customer service practices.
  15. Interact in a professional manner.

 

Means of Assessment

Assessment will be based on course objectives and will be carried out in accordance with the Douglas College Evaluation Policy.

Textbook Materials

Topic relevant material will be provided throughout the course.

Corequisites

LIST 0110 and LIST 0130 and LIST 0100