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