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NC.CSKL-004 - Customer Service - Linda Tubb

Course:Customer Service
Professor:Linda Tubb
  • Online
Course Length:
  • Applies to All Course Lengths


Linda Tubb

Welcome to the COC Career Skills Program! I will be your instructor for this 2-week interactive online course. 

Course Description

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

Course Objectives

  1. Identify the levels of customer service, the value of outstanding customer service, and customer perspective.
  2. Identify rapport-building techniques to enhance relations.
  3. Practice active listening in overcoming listening barriers, identifying needs, and managing expectations.
  4. 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.
  5. 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

Online Discussions:

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


A passing grade requires earning a minimum of 24 points.

Textbook Information


Other Relevant Course Information

LinkedIn Learning (formerly 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.

Additional Resources


This course can be accessed on the first day of class via Canvas at Log into Canvas using your CanyonsID single sign-on:

  • CanyonsID Username is your COC student email address (Ex:
  • CanyonsID Password is your COC student email password

Please visit the Get to Know Your Online Classroom page for help logging into Canvas and for tips on using Canvas and Zoom. Canvas Chat Support is also available 24/7 for any Canvas related issues.

Online Education

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.

Online Counseling

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

Often the pressure on our students is very strong, involving academic commitments, relationships, outside jobs and family pressure to name a few. The staff and faculty of College of the Canyons are here to see you succeed academically and care about your emotional and physical health. You can learn more about the broad range of confidential student services, including counseling and mental health services available on campus by visiting the Student Health & Wellness Center in the Student Services Building (across from the bookstore). The phone number is 661-362-3259 that you can call 24/7. You can also e mail for an appointment at At the Canyon Country Campus the Health Center will be in the new Student Services Building.

Also, the National Suicide & Crisis Lifeline number is now 988. All students at COC are encouraged to enter that phone number in their cells. You can call it when you, or someone you know, is having thoughts of suicide or is in severe distress.

You can also now use the Crisis Text Line: Just text "Courage" to 741741. Someone will get back to you immediately. Its free, 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 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