British Columbia Institute of Technologywww.bcit.ca/study/courses/mktg1112

Important Notice: COVID-19 Institute response

BCIT

MKTG 1112 - Customer Relations

Marketing Management Part-time Studies Course

School of Business + Media

BCIT is planning for a substantial return to on-campus activity for the fall 2021 term as informed by BC Public Health Officer guidelines. Refer to each course listing for details.

Course Details

Covers the importance of customer service. In today's service-oriented economy, excellent service is more than a competitive edge, it is a survival skill. Customer relations is designed to have a broad application for people at all levels in business and industry who will deal directly with customers, both internal and external. Students will benefit from the strategies and practical hands-on approach of this course. Covers defining quality service; developing excellent customer relations skills; effective communication techniques; problem-solving; listening/questioning skills; developing excellent people skills.

Credits

3.0

Cost

$503.75

Winter 2022

Below is one offering of this course for the Winter 2022 term.

CRN 87592

Mon Jan 03 - Sat Mar 26 12 Weeks

Class Meeting Times

Dates Days Times Locations
Jan 03 - Mar 26 Online

Instructor

Harb Johal

Course Outline

TBD – see Learning Outcomes in the interim

Cost

$503.75

Notes

  1. Internet delivery format.
  2. Students are permitted to register up until the first week without approval. Please note that the lecture component for this course is asynchronous; you are not required to meet each week at a specific time, however, there will be specific timelines for assignments and exams. It is important you have a stable and consistent internet connection to access course content. Course content, type and quality of assignments, and general standards for this online course are the same as classroom courses. To be successful in this online course, plan to spend 7-10 hours per week on your studies, or more for a condensed course, starting Week 1. Important course information will be sent to your myBCIT account prior to your course start date.

Learning Outcomes

Upon successful completion of this course you should be able to:

  • Differentiate between in-focused and customer-centric companies.
  • Develop individual strategies to communicate through body language and vocal communication.
  • Professionally communicate customer service analysis.
  • Design and implement a program for a reward and recognition program for the internal customer.
  • Successfully demonstrate how to deal with difficult people.
  • Formulate a strategy for becoming a customer relations' role model.
  • Research and deliver a Mystery Shopper report.
  • Identify deficiencies in a company's customer relations' management structure.
  • Perform a self-evaluation to identify personal strengths and weaknesses.

Effective as of Fall 2003

Related Programs

MKTG 1112 is offered as a part of the following programs:

School of Business + Media

  1. E-commerce
    Part-time/Distance & Online Learning   Associate Certificate
  2. International Trade and Transportation Logistics
    Part-time   Certificate
  3. Marketing Management - Customer Relationship Marketing
    Part-time   Associate Certificate
  4. Marketing Management - Entrepreneurship
    Part-time   Associate Certificate
  5. Marketing Management - Retail Marketing Management
    Part-time/Distance & Online Learning   Associate Certificate

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