RCS255 - Exceptional Customer Experience

Outline information
Semester
Schools offering this subject
Last revision date Nov 9, 2018 3:42:43 PM
Last review date Nov 9, 2018 3:42:43 PM

Subject Title
Exceptional Customer Experience

Subject Description
This subject explores the customer experience journey across store and digital platforms.  Students will acquire a theoretical base of knowledge in consumer behavior concepts to better understand customer consumption.  There will also be an emphasis on the customer service element of the customer shopping experience with a focus on professional selling and product knowledge.

Credit Status
1 Credit

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

  1. Understand the importance of the customer experience and the impact it can have on a retail organization's success;
  2.  Describe the dimensions of a customer experience journey;
  3.  Apply consumer behavior theory and research methods to better understand consumer consumption.
  4.  Discuss the role that digital plays in influencing consumer decision making processes.
  1.  Show how sales knowledge can facilitate the selling process through a well planned presentation;
  2.  Describe and demonstrate some accepted methods for approaching customers, overcoming objections and closing the sale;
  3.  Relate the importance of developing strong customer relationships and excellence in customer service to success in retailing;
  4.  Demonstrate the ability to work within assigned time frames to meet deadlines.

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.

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.