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ICT 110 - Professionalism and Customer Service
Course Details

Course Code:
  ICT 110

Credits:
  3

Calendar Description:


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.

Date First Offered:  2008-09-01

Hours:

  • Total Hours: 45
  • Lecture Hours: 45
Total Weeks: 15

This course is offered online:
  Yes

Pre-Requisites:

  • Admission to Information and Communication Technology program
Non-Course Pre-Requisites:  None

Co-Requisites: None

Rearticulation Submission:  No

Course Content:
For readings: O = O’Neil, Your Attitude is Showing
L = Lucas, Customer Service - Skills and Concepts for Success

Session 1
  • Introduction(s) Overview of Course Outline & Processes
  • Human Relations “The Foundation”
  • (Reading: Handouts and O: Ch. 1,2)
Session 2
  • Myers Briggs Test
Session 3
  • Attitudes in the Workplace, Effective Working Relationships, Relationships with Others
  • (Reading: O: Ch. 3,4,5,6,7,8,9)
Session 4
  • What is Customer Service, Customer Service via Technology
  • Success as a Team Player
  • (Reading: L: Ch. 1,9 and O: Ch. 10, 11)
Session 5
  • Cultural Diversity – Customers and Co-workers
  • Verbal and Nonverbal Communication
  • (Reading: O: Ch. 12, 13 and L: Ch. 3,4)
Session 6
  • Mid-term Test
  • Succeeding in a New Job
  • Contributing to the Service Culture
  • (Reading: O: Ch. 14-16 and L: Ch. 2)
Session 7
  • Listening to the Customer, Customer Service & Behavior
  • Handling Difficult Customers Encounters
  • (Reading: L: Ch 5,6,7,8)
Session 8
  • Customer Loyalty and Service Recovery
  • Human Relations and Business Ethics
  • (Reading: L: Ch. 12, 13 and O: Ch. 17, 18)
Session 10
  • Myers Briggs Interpretation
Session 11
  • Building Your Job Performance and Career, Attitude Renewal
  • (Reading: O: Ch. 19, 20, 21, 22)
Session 12
  • Assignment #5 Presentations
Session 13
  • Manager or Leader
  • Course Summary/Review, Course Evaluation
  • (Reading: O: Ch. 24)
Session 14
  • Final Examination: Schedule/location to be announced.
Learning Outcomes:
Upon successful completion of this course students will be able to:
  • Demonstrate understanding of how attitudes affect work performance.
  • Develop and apply positive attitudes and a professional image that can be used in the work environment.
  • Articulate how to apply personal growth and stress management strategies that improve or renew own attitudes and abilities.
  • Identify the differences and similarities between internal and external customers.
  • Describe 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.
  • Describe 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.
Grading System:  Letters

Passing Grade:  C

Grading Weight:
  • Final Exam: 25 %
  • Midterm Exam: 25 %
  • Assignments: 30 %
  • Participation: 20 %
Number of Assignments:  5

Nature of Participation:

  • Because experiential exercises and other classroom activities are such an important component, success in the course is dependent on a high level of participation.
  • The participation mark is weighted accordingly, and part of the assessment will be based on active involvement in class activities with a positive, productive and enthusiastic approach.
  • Therefore, attendance and participation are essential; advise the instructor in advance if you are unable to attend a class.
Percentage of Individual Work:  100

Course Offered in Other Programs:
  No

Additional Comments:


Policies and Procedures:
  • Students registered in the Information and Communication Technology Program are guided by the policies and procedures of their registering college.
  • You are encouraged to review the policy definitions and guidelines of the college at which you are registered.
  • You can view these policies and procedures by visiting your college's website or by contacting the Program Coordinator/ Distance Education Clerk.
Plagiarism Guidelines
  • The instructor will advise the student in writing if plagiarism is suspected; a copy of this letter should be sent to the coordinator at the registering college; this should be done in a timely manner.
  • If a student commits plagiarism, the policy of the registering college prevails
A final grade for this course will be assigned on the following basis:
  • Assignments 30%
  • Written assignments and exercises are due at class start time on the date indicated.
  • Ten percent (10%) of the grade allocated to an assignment will be deducted for each calendar day when a written assignment is submitted late.
  • Unless otherwise stated, written assignments must be word processed. Written assignments must also meet business writing standards: clear, complete, concise, and correct in grammar, punctuation and spelling.
  • Individual or small group oral presentations must be delivered on the assigned date.
  • Mid-term Test 25%
    • The mid-term test will be comprehensive, covering all assigned readings to date, handouts, lecture content, classroom activities and course assignments. Short answer and short essay questions will be included.
  • Final Examination 25%
    • The final examination will be comprehensive, with emphasis on the content covered in the second half of the course. Like the mid-term test, it will include material from assigned readings, handouts, lectures, classroom activities and course assignments.
  • Participation 20%
    • Because experiential exercises and other classroom activities are such an important component, success in the course is dependent on a high level of participation.
    • The participation mark is weighted accordingly, and part of the assessment will be based on active involvement in class activities with a positive, productive and enthusiastic approach. Therefore, attendance and participation are essential; advise the instructor in advance if you are unable to attend a class.
  • Total: 100%
Text Books:
  • Required - Lucas, R.W., Customer Service: Skills and Concepts for Success, 3rd Edition (McGraw-Hill). Chapters Covered: 1-9, 12, 13
  • Required - O'Neil, S.L., Your Attitude Is Showing: A Primer of Human Relations 11th Edition (Pearson Prentice-Hall). Chapters Covered: 1-22, 24
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