FCS240 - Foundations of Customer Service

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Last revision date Apr 6, 2020 8:43:34 AM
Last review date Apr 6, 2020 8:44:09 AM

Subject Title
Foundations of Customer Service

Subject Description
Foundations of Customer Service. This subject provides a foundation in customer service concepts and strategies, and on building a customer service culture. The focus is on evaluating customer service approaches, systems, strategies, and measuring effectiveness and performance.

Credit Status
One Credit

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

1. Provide exceptional customer service in person, by telephone and online
2. Implement and evaluate a customer service system
3. Research to identify internal and external customers and determine their needs, wants, expectations and perceptions
4. Evaluate verbal and non-verbal communications skills for positive face-to-face and telephone customer interactions
5. Demonstrate the process of explanation, persuasion, and negotiation in customer service
6. Assess effective methods of written communications for customer letters and memos
7. Demonstrate effective participation in a team-learning environment
8. Developing strategies for dealing with a variety of multicultural customers
9. Social media and other contemporary customer service channels
10. Social and emotional intelligence; techniques for self mastery and empathy
11. Quality and Coaching
12. Personal Leadership

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.

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.