Course
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: 3 hours / week
Lab: 1 hour / week
Method(s) of instruction
Lecture
Lab
Learning activities
- Lecture
- Lab
- Role-plays
- Audiovisual media
Course description
This course is designed to provide students who experience 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 relations 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:
- 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.
- Identify acceptance communication for both public and private situations.
- Adhere to workplace confidentiality policies.
- Exhibit positive customer-service practices.
- Interact in a professional manner.
Means of assessment
Assessment will be in accordance with the Douglas College Evaluation Policy. An evaluation schedule is presented at the beginning of the course. This is a mastery-graded course.
Typical means of evaluation would include a combination of:
- Mid-point and final self-assessments
- Demonstration of skills
- Regular attendance and participation in class activities
Instructors may use a student's record of attendance and/or level of active participation as part of the student's graded performance. Expectations and grade calculations regarding class attendance and participation will be clearly defined in the instructor’s course outline/syllabus.
Textbook materials
Relevant material will be provided throughout the course.
Prerequisites
None
Corequisites
None
Equivalencies
None