OTEC 161 Service Delivery concentrates on development of fundamental customer service skills required by workers in today's office. Students acquire skills including self-assessment, understanding and controlling barriers to customer service, determining customer needs, problem solving, developing opportunities, empowerment, effective communication, self-motivation and goal setting, and the use of technology. Customer-focused companies are profiled to examine how they promote excellence in customer service.
Accessibility Services Notice
Students who would like an academic accommodation and who have a documented disability should contact Accessibility Services, if they have not already done so.Course Details| Total number of weeks | 6 |
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| Total Credits | |
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| Total Hours | 30 |
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Typical hours per week breakdown| Other | 30 |
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Learning Outcomes
Upon successful completion of this course, the learner will be able to:
- explain the differences between client expectations and client perceptions.
- identify common barriers to customer service.
- apply client service techniques.
- explain the problem-solving process in customer service.
- explain professional conduct and conflict resolution skills in service provision.
- describe strategies to establish and maintain positive client relationships that lead to client loyalty.
- explain the importance of client confidentiality, conveying credibility and positively representing organizations.
- identify market segmentation to divide customers into serviceable groups.
- create goals necessary for service delivery improvement planning.
- explain the importance of a mission and purpose statement.
- express the fundamental requirements of creating a successful customer service program.
- explain the relationship between communication and customer service.
- analyze client service situations and be able to recommend practices that mitigate and/or prevent escalations.
- explain the impact that high or low morale may have on an organization.
- describe the leadership role in fostering a personal business connection with clients.
- identify the relationship between client service and corporate culture.
- explain the balance of serving customers using traditional and technological methods.
Grading Table
| Percentage |
Letter Grade |
GPA |
| 90-100 |
A+ |
4.33 |
| 85-89 |
A |
4.00 |
| 80-84 |
A- |
3.67 |
| 76-79 |
B+ |
3.33 |
| 72-75 |
B |
3.00 |
| 68-71 |
B- |
2.67 |
| 64-67 |
C+ |
2.33 |
| 60-63 |
C |
2.00 |
| 55-59 |
C- |
1.67 |
| 50-54 |
P |
1.00 |
| 0-49 |
F |
0.00 |
| |
DNW |
0.00 |
See the Academic Calendar for General Information including how to withdraw from course(s) and other regulations.
Disclaimer
Information contained in this course outline is correct at the time of publication. Content of the course is revised on an ongoing basis to ensure relevance to changing educational, employment and market needs. The instructor will endeavor to provide notice of changes to students as soon as possible. The instructor reserves the right to add or delete material from courses.