Programs

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