Sheridan Course Outlines

COMM70042
Customer Service Comm

I: Administrative Information II: Course Details III: Topical Outline(s) Printable Version

Section I: Administrative Information

Total hours: 42.0
Credit Value: 3.0
Credit Value Notes: N/A
Effective: Spring/Summer 2015
Prerequisites: (SYST70004) AND (INFO70036) AND (SYST70005) AND (APPL70053) AND (TELE70003)
Corequisites: N/A
Equivalents: N/A
Pre/Co/Equiv Notes: IT Operations Program: Course completion should follow this order: SYST70004, INFO70036, SYST70005, APPL70053, TELE70003, COMM70042

Program(s): IT Operations
Program Coordinator(s): Multiple Coordinators
Course Leader or Contact: N/A
Version: 1.0
Status: Approved (APPR)

Section I Notes: N/A

Section II: Course Details

Detailed Description
This course will assist the student in projecting a professional and caring manner when communicating with customers by creating an awareness of customer needs and developing effective listening skills. Students will be introduced to customer service skills or "soft skills" through the use of practical case studies and role playing.

Program Context

IT Operations

Program Coordinator: Multiple

Graduates of this program will be most successful if they possess the right mix of technical and customer service skills. This course focuses on helping the student develop the self- management, interpersonal, and soft skills necessary to deliver excellent customer support.

Course Critical Performance and Learning Outcomes

 Critical Performance
By the end of this course, students will have demonstrated the 
ability to:
- Communicate with customers using best practice customer 
service skills and attitudes.

Learning Outcomes
To achieve the critical performance, students will have demonstrated 
the ability to: 
- Identify components of customer service excellence, customer
expectations and satisfaction, and company philosophies
- Define the importance of communication skills in delivering
excellent customer service
- Practice effective listening and speaking in a support interaction
- Describe factors contributing to stress and stress management
techniques
- Develop superior oral and interpersonal communication skills
- Demonstrate effective active listening skills: understanding
empathy, questioning paraphrasing, summarizing, verbal prompting,
and effective use of silence
- Develop technical writing skills such as answers to frequently
asked questions, solutions to known problems, and policies and
procedures that customer can use
- Show attentiveness to detail
- Examine and learn new technologies

Evaluation Plan
Students demonstrate their learning in the following ways:

Exams 	                2 x 20%	        40%

Quizzes	                4 x 5%	        20%

Assignments	        6 x 5%	        30%

In-Class Exercises	2 x 1%, 4 x 2%	10%

Provincial Context
The course meets the following Ministry of Training, Colleges and Universities requirements:

Essential Employability Skills
Essential Employability Skills emphasized in the course:

X	Communication	X	Critical Thinking & Problem Solving	X	Interpersonal
	Numeracy	X	Information Management		Personal

Notes: N/A

Prior Learning Assessment and Recognition
PLAR Contact (if course is PLAR-eligible) : Office of the Registrar
Students may apply to receive credit by demonstrating achievement of the course learning outcomes through previous relevant work/life experience, service, self-study and training on the job. This course is eligible for challenge through the following method(s):

Challenge Exam	Portfolio	Interview	Other	Not Eligible for PLAR
	X	X

Notes: PLAR Contact: Registrar's Office Students may apply to receive credit by demonstrating achievement of the course learning outcomes through previous life and work experiences. This course is eligible for challenge through the following method(s):

Section III: Topical Outline

Some details of this outline may change as a result of circumstances such as weather cancellations, College and student activities, and class timetabling.
Effective term: Spring/Summer 2015
Professor: Multiple Professors
Textbook(s):

No textbook required.

Applicable student group(s): Continuing Education Students.
Course Details:

-  Introduction to customer service best practices
-  Listening and communication skills
-  Examining types of customers
-  Technical writing skills for support professionals
-  Teamwork in a help desk environment
-  Measuring customer satisfaction
-  Oral communication skills
-  Managing stress and burnout
-  Working with technology

Sheridan Policies

All Sheridan policies can be viewed on the Sheridan policy website.

Academic Integrity: The principle of academic integrity requires that all work submitted for evaluation and course credit be the original, unassisted work of the student. Cheating or plagiarism including borrowing, copying, purchasing or collaborating on work, except for group projects arranged and approved by the professor, or otherwise submitting work that is not the student's own, violates this principle and will not be tolerated. Students who have any questions regarding whether or not specific circumstances involve a breach of academic integrity are advised to review the Academic Integrity Policy and procedure and/or discuss them with the professor.

Copyright: A majority of the course lectures and materials provided in class and posted in SLATE are protected by copyright. Use of these materials must comply with the Acceptable Use Policy, Use of Copyright Protected Work Policy and Student Code of Conduct. Students may use, copy and share these materials for learning and/or research purposes provided that the use complies with fair dealing or an exception in the Copyright Act. Permission from the rights holder would be necessary otherwise. Please note that it is prohibited to reproduce and/or post a work that is not your own on third-party commercial websites including but not limited to Course Hero or OneNote. It is also prohibited to reproduce and/or post a work that is not your own or your own work with the intent to assist others in cheating on third-party commercial websites including but not limited to Course Hero or OneNote.

Intellectual Property: Sheridan's Intellectual Property Policy generally applies such that students own their own work. Please be advised that students working with external research and/or industry collaborators may be asked to sign agreements that waive or modify their IP rights. Please refer to Sheridan's IP Policy and Procedure.

Respectful Behaviour: Sheridan is committed to provide a learning environment that supports academic achievement by respecting the dignity, self-esteem and fair treatment of every person engaged in the learning process. Behaviour which is inconsistent with this principle will not be tolerated. Details of Sheridan's policy on Harassment and Discrimination, Academic Integrity and other academic policies are available on the Sheridan policy website.

Accessible Learning: Accessible Learning coordinates academic accommodations for students with disabilities. For more information or to register, please see the Accessible Learning website (Statement added September 2016)

Course Outline Changes: The information contained in this Course Outline including but not limited to faculty and program information and course description is subject to change without notice. Any changes to course curriculum and/or assessment shall adhere to approved Sheridan protocol. Nothing in this Course Outline should be viewed as a representation, offer and/or warranty. Students are responsible for reading the Important Notice and Disclaimer which applies to Programs and Courses.

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