Georgian College - Course Outline

COURSE OUTLINE

Term: Winter 2018


Subject Code:
BUSI
Course Number:
2005
PLA Applicable:
Yes
Course Name:
Customer Service
Grade Mode:
Numeric
Credit Value:
3.0
Length:
42.0
Level:
Post Secondary

Prerequisite(s):

None

Co-requisite(s) and Concurrent Prerequisite(s):

None

Equivalent(s):

BUSI 1015 Customer Relations (ODE)
and BUS 2223 Customer Service
and TOUR 1004 Professional Customer Service


Students are advised to retain course outlines for future use in support of applications for employment or transfer of credits

Course Description:

Building an awareness of the critical need for a high level of Customer Service in any organization is necessary for success in the new millenium. Differentiated Customer Service can be the basis for building a sustainable competitive advantage. The course will deal with company philosophy, implementation strategies and customer contact.

Learning Outcomes:

Upon successful completion of this course, the student will have reliably demonstrated the ability to:
1. Explain the importance of organization philosophy in developing a service culture.
2. Explain the importance of appropriate hiring and motivating.
3. Assess strategies for developing a service culture.
4. Develop a customer satisfaction or organization assessment tool.
5. Handle customer complaints.

Course Content:

* importance of organization philosophy;
* implementing organization philosophy;
* hiring and motivating strategies;
* reward and recognition strategies;
* creativitiy and the service culture;
* complaint handling;
* assessing customer satisfaction and the service culture

Evaluation:

Tests/examinations/assignments must be written/submitted at the time specified. Requests for adjustments to that schedule must be made before the test/exam/assignment date to the faculty member. Failure to do so will result in a mark of “0”, unless an illness/emergency can be proven with appropriate documentation at no cost to the College.

The passing grade for all courses is 50%, or letter grade of P (Pass) or S (Satisfactory) unless otherwise noted below. The passing weighted average for promotion through each semester of a program is 60% and is a requirement to graduate.

Evaluation is comprised of:
Tests = 30%
Assignments = 30%
Practicum = 40%

Prior Learning Assessment:

This course is eligible for Prior Learning Assessment. If you feel you have acquired equivalent skills and knowledge through life and work experience, you can request an assessment. Contact your program co-ordinator, or the Office of the Registrar.

Appeals:

A student at Georgian College can appeal the following:

  1. a mark on the assignment, test, examination or practical experience;
  2. a final mark for a course or co-op work term;
  3. missing or incorrect assessment information on a grade report and/or transcript

A student cannot appeal a decision regarding whether or not a PLA or Exemption is available for an individual course, nor the method of challenge used.


© Georgian College 2013