Georgian College - Course Outline

COURSE OUTLINE

Term: Winter 2019


Subject Code:
BUSI
Course Number:
2005
PLA Applicable:
Course Name:
Customer Service
Grade Mode:
N
Level:
Post Secondary
Length:
42.0

Two way equivalent(s):

TOUR 1004 - Professional Customer Service

One way equivalent(s):

BUS 2223 - 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 millennium. Differentiated customer service can be the basis for building a sustainable competitive advantage. In this course, students examine company philosophy, implementation strategies and customer contact.

Learning Outcomes:

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%

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 2018