B.C.'s Energy College

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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.


45 (Lecture Hours)
Total Weeks: 15

Non-Course Pre-Requisites:  None

Co-Requisites: None

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%)


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


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