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

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BCIT

MKTG 1112 - Customer Relations

Marketing Management Part-time Studies Course

School of Business + Media

To support you and your education, BCIT is adapting applied learning in formats appropriate to the unfolding global situation. Spring and Summer PTS classes are being delivered in an online format unless you are notified otherwise.

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

$493.98 - $519.11 See individual course offerings below for actual costs.

Fall 2020

Below are two offerings of this course for the Fall 2020 term.

CRN 41365

Mon Sep 07 - Sat Nov 28 12 Weeks

Class Meeting Times

Dates Days Times Locations
Sep 07 - Nov 28 Online Online Delivery

Instructor

Harb Johal

Course Outline

Cost

$493.98

Notes

  1. Internet delivery format.
  2. Students are permitted to register up until the end of the first week without approval. This is not a self-paced course. There will be specific timelines for assignments and exams. 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 courses, plan to spend 6-12 hours per course each week on your studies, starting Week 1, depending on the course you are registered in. This course is paced and highly interactive with participation requirements weekly. Frequent contributions to asynchronous (not real-time) online discussions are required to achieve a passing final grade. You must have an email address and access to a computer capable of downloading basic documents. Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.
  3. Important course information will be sent to you prior to your course start date. Check your myBCIT email account to access this information.

CRN 30722

Wed Sep 09 - Wed Dec 02 12 Weeks

Class Meeting Times

Dates Days Times Locations
Sep 09 - Dec 02 Wed 17:30 - 20:30 DTC Online Delivery

Instructor

Christina Hagberg

Course Outline

TBD – see Learning Outcomes in the interim

Cost

$519.11

Notes

  1. No class will be held on November 11th - Remembrance Day

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

School of Health Sciences

  1. Food Safety
    Part-time   Associate Certificate

Books & Supplies

The BCIT bookstore carries textbooks, general reference books, software, and stationery. Please visit bcit.ca/bookstore for more information.

Fall 2020

Books for Fall 2020 offerings of this course are available in the following BCIT online bookstores. Please choose the bookstore appropriate for the offering you are considering.

BCIT Downtown Campus Bookstore

If you are taking this course at the BCIT Downtown Campus (DTC), please purchase books for this course at the BCIT Downtown Campus Bookstore.

Image not available
Cei Digital: Customer Service, 6Th Edition
Author Timm
Publisher Ph
Copyright 2014
Binding Digital Version
ISBN 978-0-13311-207-8
Price $78.95
Choose One

Customer Service
Author Timm
Publisher Pearson
Copyright 2014
Binding Paperback
ISBN 978-0-13305-625-9
Price $217.95
Choose One

BCIT Distance & Online Learning Bookstore

If you are taking this course through either Distance Education or Online Learning, please purchase books for this course at the BCIT Distance & Online Learning Bookstore.

Image not available
Cei Digital: Customer Service, 6Th Edition
Author Timm
Publisher Ph
Copyright 2014
Binding Digital Version
ISBN 978-0-13311-207-8
Price $78.95
Choose One

Customer Service
Author Timm
Publisher Pearson
Copyright 2014
Binding Paperback
ISBN 978-0-13305-625-9
Price $217.95
Choose One

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