NC.CSKL-004 - Customer Service - Linda Tubb
Welcome to the COC Career Skills Program! I will be your instructor for this 2-week interactive online course.
Apply practical strategies to retain a valuable customer base, diffuse difficult situations and earn repeat business. Topics include the anatomy of a complaint, regulating verbal and nonverbal responses, active listening skills, creative problem solving, customer perceptions and expectations, adapting to different conflict styles, and steps to defuse angry customers.
What to Expect in this Course
- Identify the levels of customer service, the value of outstanding customer service, and customer perspective.
- Identify rapport-building techniques to enhance relations.
- Practice active listening in overcoming listening barriers, identifying needs, and managing expectations.
- Apply problem solving techniques to issues, diffuse anger, emphasize, and utilize factors within ones control to impart positive experience regardless of factors outside ones control.
- Arrange data, performance metrics, and customer feedback to assess level of service provided, develop team relations, and plan actions to improve service.
Types of Assessments
There is a total of 3 separate discussions, each is worth 5 points.
= 15 points total
Final Assignment: You will create an Action Plan using the concepts covered in class.
= 15 points total
TOTAL POINTS AVAILABLE: 30 POINTS
A passing grade requires earning a minimum of 24 points.
Textbook Information / Link to ZTC Textbook
Other Relevant Course Information
LinkedIn Learning (formerly Lynda.com) Video Playlist:
Most courses in the Career Skills Program will use a video playlist from LinkedIn Learning. Students enrolled in this course will have access to these videos. An email with instructions on how to log into LinkedIn Learning will be sent out to your My Canyons email.
This course can be accessed on the first day of class via Canvas at https://coc.instructure.com. Log into Canvas using your CanyonsID single sign-on:
- CanyonsID Username is your COC student email address (Ex: email@example.com)
- CanyonsID Password is your COC student email password
Check out the Online Education website for more information on a variety of topics that can help you be a successful online student such as: exam proctoring, learning styles, computer skills, and tips for student success. If this is your first online course, feel free to take our online learning readiness assessment to assess your skills.
The Learning Center (TLC)
The TLC provides FREE online tutoring resources to COC students!
Academic Accommodation Center (AAC)
College of the Canyons AAC provides educational services and access for eligible students with documented disabilities who intend to pursue coursework at COC. A variety of programs and services are available which afford eligible students with disabilities the opportunity to participate fully in all aspects of the college programs and activities through appropriate and reasonable accommodations. For more information on their services visit the Academic Accomodation Center website.
The Counseling Department offers appointments online. You can schedule an appointment by visiting the Online Counseling website. Counselors can help you map out a plan to reach your educational goals as well as advise you on course selection and registration.
Management of Stress and Mental Health
College of the Canyons cares about your emotional and physical health. Learn more about the broad range of confidential student services, including free counseling and mental health services available during this time by visiting the Student Health & Wellness Center website or by calling them at: 661-362-3259.
The National Suicide Lifeline number is 1-800-273- 8255 (TALK). Please call it if you or someone you know is having thoughts of suicide or is in severe distress - it could save someone's life.
You can also use the Crisis Text Line: Just text "Courage" to 741741. It's free, available 24/7, and confidential.
Veterans Resource Center
The College of the Canyons Veterans Resource Center is a department within the Student Services Division at the college, created to help veterans and veteran dependents with applying to College of the Canyons, enrolling in classes, and requesting VA Education or Vocational Benefits. For more information please visit the Veterans Resource Center website, email firstname.lastname@example.org or phone (661) 362-3469.
The Library provides live online and in-person research help, access to a full range of e-resources and physical materials that support the curriculum, individual and group study areas, and much more!
Last updated: 10/26/2021 Sub#: 1085