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

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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