BMT646 - Customer Service

Outline information
Semester
Schools offering this subject
Last revision date Sep 30, 2019 12:55:09 AM
Last review date Dec 2, 2019 12:15:23 AM

Subject Title
Customer Service

Subject Description
This course introduces the concept of customer service. Students will develop the strategic, communication and interpersonal skills required to effectively build, manage and maintain strong customer relationships in business. The main focus of this course is to assist learners in developing strategies for successfully forming sales and service relationships that fulfil the expectations of both the business and the client. Strategy development includes linking to corporate strategy, organizational structure, information networks, supply chain and customer front-end. It also entails developing excellent communication, conflict resolution and problem-solving skills.

Credit Status
One credit.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

  1. Determine and explain the significance and objectives of customer service.
  2. Recognize customers’ needs and overcome customer objections.
  3. Develop, determine the practical applications of Customer Relationship Management (CRM)
  4. Apply knowledge of customer relationship management in the development of an implementation strategy for CRM in a company.
  5. Demonstrate questioning, listening, persuasion and problem solving skills in a customer service environment in a manner that indicates knowledge of and sensitivity to multicultural customer issues.
  6. Develop a plan for acquiring communication, conflict resolution and problem solving skills.
  7. Demonstrate methods to effectively manage customer’s expectations.
  8. Describe methods used to retain customers and earn customer loyalty. Share trends, best practices and benchmarks that characterize leading edge customer service providers.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Execute mathematical operations accurately.

Apply a systematic approach to solve problems.

Use a variety of thinking skills to anticipate and solve problems.

Locate, select, organize, and document information using appropriate technology and information systems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.