ICT 110 - Professionalism and Customer Service

This course provides focused knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized throughout in meeting the needs of multi-cultural customers.  Additional topics covered are User Support and Help Desk Functions.  User Support processes and activities are examined.


Credits:  3


Hours: 45 (Lecture Hours: 3)


Total Weeks: 15




Non-Course Prerequisites: 




Course Content:
- Help Desk Support, Myers Briggs Test
- What is Customer Service, Myers Briggs Interpretation,
- Contributing to the Service Culture, Computer User Support
- Verbal and Nonverbal Communication
- Listening to the Customer
- Customer Service & Behavior
- Handling Difficult Customers Encounters
- Customer Service via Technology
- Success as a Team Player
- Cultural Diversity -- Customers and Co-workers, Help Desk Operation
- Succeeding in a New Job, Winning Telephone Skills
- Attitudes in the Workplace, Effective Working Relationships, Relationships with Others
- Customer Loyalty and Service Recovery
- Human Relations and Business Ethics
- Customer Service via Technology, Help Desk Roles and Responsibilities

- Creating Effective Presentations


Learning Outcomes:
Upon successful completion of this course you will be able to:
- Understand how attitudes affect work performance
- Develop and apply positive attitudes and a professional image in the work environment
- Know how to apply personal growth and stress management strategies that improve or renew own attitudes and abilities
- Understand the differences and similarities between internal and external customers
- Know how to function as a member of a customer service team
- Understand and apply the concepts of customer service excellence
- Demonstrate sensitivity to the needs, wants, motivations and expectations of culturally diverse and special needs customers
- Know how to improve customer communications and retention of customers
- Make short presentations to individual customers and groups on products/services offered
- Apply interpersonal, negotiation and conflict resolution skills to cope with difficult or challenging customers
- Solve customer problems and implement recovery action, in the context of organizational policies
- Understand user support roles and processes
- Examine basic concepts of a help desk support role


Grading System:  Letters


Passing Grade:  D (50%)


Percentage of Individual Work: 100


Text Books:
Textbooks are subject to change. Please contact the bookstore at your local campus for current book lists.