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 activities
- Lecture
- Lab
- Role-plays
- Audiovisual media
Means of assessment
Assessment will be based on course objectives and will be carried out in accordance with the Douglas College Evaluation Policy. This is a mastery course.
Learning outcomes
At the conclusion of the course, a successful student will be able to:
- Develop and demonstrate teamwork and collaboration skills.
- Evaluate personal skills and abilities, work skills, habits and performance.
- Measure personal compatibility with type of work chosen.
- Use confidence and self-esteem building skills to improve employability.
- Identify work and personal values.
- Apply hygiene and grooming principles to maintain a professional appearance.
- Apply professional workplace attitudes and habits.
- Demonstrate presentation skills.
- Exhibit effective communication exchanges in the retail workplace and in an educational setting.
- Identify and apply conflict resolution techniques.
- Employ active listening skills.
- Identify acceptance communication for both public and private situations.
- Adhere to workplace confidentiality.
- Exhibit positive customer service practices.
- Interact in a professional manner.
Textbook materials
Topic relevant material will be provided throughout the course.