CUST 23 Customer Service II builds upon the skills developed in CUST 20. This course will further explore the knowledge and skills associated with customer service. Topics will include: customer service interactions, problem solving, empathy, building rapport, professionalism and workplace confidentiality.
Prerequisites: CUST 20
Corequisite: None
Crosslisted: None
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 | 15 |
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| Total Credits | |
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| Total Hours | 120 |
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Typical hours per week breakdown| Lecture | 4 |
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| Other | 4 |
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Learning Outcomes
Upon successful completion of this course, the learner will be able to:
- exhibit positive customer service interactions.
- apply principles of customer service excellence in: using names and building rapport, empathize with others, going the extra mile.
- identify acceptable communication for both public and private situations.
- exhibit effective communication exchanges in the workplace and in an educational setting.
- identify and apply conflict resolution techniques.
- adhere to workplace confidentiality.
Grading Table
| Grade |
Description |
| AAV |
ABOVE AVERAGE -The student has mastered all or most course objectives/requirements in a minimum time frame and has exemplified good work and study habits. |
| COM |
COMPLETE – denotes that the student has mastered a satisfactory number of course objectives/requirements in a non-credit course |
| CRG |
CREDIT GRANTED - denotes that the student performance was satisfactory in a credit course. |
| NCG |
NO CREDIT GRANTED - denotes that the student performance was unsatisfactory. |
| PCG |
PARTIAL CREDIT GRANTED – denotes that the student has successfully completed a portion of the course objectives in a credit course. |
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.