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Customer Services Basics

Course Code: CSCT 0120
Faculty: Child, Family & Community Studies
Credits: 3.0
Semester: 15
Learning Format: Lab, Seminar, Practicum
Typically Offered: TBD. Contact Department Chair for more info.
course overview

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

Methods of Instruction

  • 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

course prerequisites

Acceptance into CSCT Program


CSCT 0130, CSCT 0140, CSCT 0150

curriculum 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.

course schedule and availability
course transferability

Below shows how this course and its credits transfer within the BC transfer system. 

A course is considered university-transferable (UT) if it transfers to at least one of the five research universities in British Columbia: University of British Columbia; University of British Columbia-Okanagan; Simon Fraser University; University of Victoria; and the University of Northern British Columbia.

For more information on transfer visit the BC Transfer Guide and BCCAT websites.


If your course prerequisites indicate that you need an assessment, please see our Assessment page for more information.