Customer Services Essentials
(Non-Vocational Course)
Course Description:
This course introduces students to the foundational principles and practices of effective customer service across industries. Through practical exercises, reflective discussions, and real-world case studies, students will develop communication, problem-solving, and interpersonal skills necessary for delivering exceptional service in diverse, inclusive, and customer-focused environments. Emphasis is placed on empathy, cultural competency, ethical practice, and professionalism.
Learning Objectives:
By the end of this course, students will be able to:
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Define the role and importance of customer service in various sectors.
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Demonstrate effective verbal, non-verbal, and written communication with diverse customer groups.
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Apply problem-solving techniques to resolve customer complaints and service breakdowns.
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Reflect on personal attitudes, behaviors, and biases that influence service delivery.
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Utilize digital tools and technologies to support modern customer service practices.
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Understand the importance of emotional intelligence, empathy, and professionalism in service roles
Chapters
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Effective Communication
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Problem-Solving Skills
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Customer Relationship Building
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Professionalism and Etiquette
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Product Knowledge
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Time Management
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Conflict Resolution
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Review and Final Exam
Instructional Methods:
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Role-playing and simulations
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Guest speakers from industry (retail, healthcare, nonprofits, tech)
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Peer feedback and group collaboration
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Audio-visual case studies and service debriefs
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Reflective journaling and self-evaluations
Community and Professional Focus:
This course is grounded in real-world application, community engagement, and ethical service practices. Students are encouraged to think critically about how service impacts communities, influences equity, and reflects institutional values. Culturally responsive practices and trauma-informed approaches are woven into all sessions.
Students are required to complete 39 hours of training.
Subject/Module Outline For Each Subject In the Program
Total Program Instruction Hours: 39 hours
Instruction Hours Entered:39 hours