FSM440 - Customer Service and Relationship Management

Subject Title
Customer Service and Relationship Management

Subject Description
This course introduces the concept of customer relationship building and develops communications and interpersonal skills required to effectively manage and maintain durable customer relationships in the financial services industry. The main focus of this course is to assist learners in developing strategies for successfully undertaking sales and service relationships that fulfill the expectations of both the financial institution and the client. Strategy development includes acquiring excellent communication, conflict resolution and problem-solving skills. The Internet is used to apply acquired skills and participate in group discussions.

Credit Status
This is a required subject in the FSM program

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

1. Determine the forces that shaped the financial service industry's decision to adopt this customer service strategy.
2. Demonstrate practical applications of Customer Relationship Management (CRM) in the financial service environment.
3. Apply knowledge of customer relationship management in the development of an implementation strategy for CRM in a financial service organization.
4. 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.
5. Accept responsibility for developing effective participation strategies for working within teams.
6. Develop a plan for acquiring communication, conflict resolution and problem solving skills.
7. Conduct a CRM cost benefit analysis.

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.senecapolytechnic.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@senecapolytechnic.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.

Camera Use and Recordings - Synchronous (Live) Classes
Synchronous (live) classes may be delivered in person, in a Flexible Learning space, or online through a Seneca web conferencing platform such as MS Teams or Zoom. Flexible Learning spaces are equipped with cameras, microphones, monitors and speakers that capture and stream instructor and student interactions, providing an in-person experience for students choosing to study online.

Students joining a live class online may be required to have a working camera in order to participate, or for certain activities (e.g. group work, assessments), and high-speed broadband access (e.g. Cable, DSL) is highly recommended. In the event students encounter circumstances that impact their ability to join the platform with their camera on, they should reach out to the professor to discuss. Live classes may be recorded and made available to students to support access to course content and promote student learning and success.

By attending live classes, students are consenting to the collection and use of their personal information for the purposes of administering the class and associated coursework. To learn more about Seneca's privacy practices, visit Privacy Notice.