MKTG70000
Customer Relations, Building and Maintaining - Distance Learning
Sheridan
 
  I: Administrative Information   II: Course Details   III: Topical Outline(s)  Printable Version
 

Land Acknowledgement

Sheridan College resides on land that has been, and still is, the traditional territory of several Indigenous nations, including the Anishinaabe, the Haudenosaunee Confederacy, the Wendat, and the Mississaugas of the Credit First Nation. We recognize this territory is covered by the Dish with One Spoon treaty and the Two Row Wampum treaty, which emphasize the importance of joint stewardship, peace, and respectful relationships.

As an institution of higher learning Sheridan embraces the critical role that education must play in facilitating real transformational change. We continue our collective efforts to recognize Canada's colonial history and to take steps to meaningful Truth and Reconciliation.


Section I: Administrative Information
  Total hours: 48.0
Credit Value: 3.5
Credit Value Notes: N/A
Effective: Spring/Summer 2019
Prerequisites: N/A
Corequisites: N/A
Equivalents: N/A
Pre/Co/Equiv Notes: N/A

Program(s): Management Development Studies
Program Coordinator(s): N/A
Course Leader or Contact: N/A
Version: 20190506_00
Status: Approved (APPR)

Section I Notes: This course is delivered through OntarioLearn and is hosted by Algonquin College. Access to this course is from the OntarioLearn website.

 
 
Section II: Course Details

Detailed Description
In this course, students develop an understanding of customer service and the skills associated with understanding the needs of customers, meeting those needs, and fostering an environment that encourages customers to return. The course is of interest to anyone who works with customers, either internal or external, on a daily basis.

Program Context

 
Management Development Studies Program Coordinator(s): N/A
This is a compulsory course in the Management Development Studies program


Course Critical Performance and Learning Outcomes

  Critical Performance:
To achieve the critical performance, students will have demonstrated the ability to:
 
Learning Outcomes:

To achieve the critical performance, students will have demonstrated the ability to:

  1. Identify and characterize different personalities encountered in a work environment.
  2. List and explain the various concepts involved in the process of communication.
  3. List and explain the various concepts involved in the delivery of customer service.
  4. Describe strategies to establish and maintain positive customer relationships.
  5. Analyze customer service situations to determine courses of action.

Evaluation Plan
Students demonstrate their learning in the following ways:

 Evaluation Plan: ONLINE
 Discussion Forum30.0%
 Quiz20.0%
 Assignment30.0%
 Final Assessment20.0%
Total100.0%

Evaluation Notes and Academic Missed Work Procedure:
THE FOLLOWING INFORMATION IS COURSE SPECIFIC: LATE ASSIGNMENT POLICY AND EXTENSIONS Students are responsible for meeting all course deadlines with respect to assignments, projects, and examinations. Assignments are due on the date specified on the course calendar and in the format indicated in assignment descriptions. All late assignments will be subjected to an immediate 10% penalty. The student may submit the work within five days of the due date with a 10% penalty per day. After five days the assignment will not be accepted and a mark of zero will be recorded. In cases of a medical or compassionate issue which prevents the student from submitting an assignment, the facilitator is to be informed at least one day prior to the scheduled date by email and accompanying documentation may be required in order for the assignment to be rescheduled. If the issue prevents contact with the facilitator ahead of time, the student must present documentation as soon as they are able to resume their studies. All Brightspace quizzes need to be completed in the time frame indicated by the online facilitator and/or in the course. Please note that there are no extensions or rewrites of electronic and/or publisher website quizzes, unless documentation is provided that clearly states that the student was unable to write the quiz in this time frame.

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


 

Essential Employability Skills
Essential Employability Skills emphasized in the course:

  • Communication
  • Critical Thinking & Problem Solving

Prior Learning Assessment and Recognition
PLAR Contact (if course is PLAR-eligible) - Office of the Registrar

  • Not Eligible for PLAR

 
 
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.
Instruction Mode: Online
Professor: Multiple Professors
Resource(s):
 TypeDescription
OptionalOtherNone required

Applicable student group(s): All
Course Details:

1. Identify and characterize different personalities encountered in a
work environment.
-Identify traits associated with each type.
-Assess your own personality and start developing an understanding of
your personal approach.
-Explain the causes of stress and how to manage it.

2. List and explain the various concepts involved in the process of
communication.
-Define communication and identify the key components of effective
communication.
-Describe a model of the communication process.
-Identify barriers to effective communication.

3. List and explain the various concepts involved in the delivery of
customer service.
-Define customer service and discuss who customers are.
-Identify the needs and expectations of customers.
-Understand and explain the concept of customer perception of service
rendered.
-Describe approaches to ensure that the customer is satisfied.
-Explain communication needs for remote means of customer service.

4. Describe strategies to establish and maintain positive customer
relationships.
-Explain the importance of building customer relationships.
-Explain the concept of loyalty.
-Identify the types of customer relationships and their impact on your
customer service style.

5. Analyze customer service situations and case studies.
-Trouble shoot and problem solve customer complaints.
-Respond to complex and challenging customer situations.



Sheridan Policies

It is recommended that students read the following policies in relation to course outlines:

  • Academic Integrity
  • Copyright
  • Intellectual Property
  • Respectful Behaviour
  • Accessible Learning
All Sheridan policies can be viewed on the Sheridan policy website.

Appropriate use of generative Artificial Intelligence tools: In alignment with Sheridan's Academic Integrity Policy, students should consult with their professors and/or refer to evaluation instructions regarding the appropriate use, or prohibition, of generative Artificial Intelligence (AI) tools for coursework. Turnitin AI detection software may be used by faculty members to screen assignment submissions or exams for unauthorized use of artificial intelligence.

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. 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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