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Course Description

As competition grows in our global marketplace, the only real defining difference between products and services is customer service. Your customers (or lost customers) base their buying decisions on the service they receive above and beyond the product or service that they are purchasing.

This customer relations course takes you through the key steps in building a customer service plan that will become your competitive advantage. We will cover customer service delivery, dealing with challenging customer situations and other informative topics. Finally, you will develop a customer service strategy that recognizes guidelines for professional customer service standards.

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Course Outline

Unit 1: Introduction to Customer Service Outcome
Outcome: Explain who a customer is and why exceptional customer service is crucial for the success of any business or organization.
Objectives
1.1 Define a customer.
1.2 Distinguish between internal and external customers.
1.3 Define customer service.
1.4 Distinguish between knowledge and product services.
1.5 Explain why customer service is important.


Unit 2: Customer Service Presentation Outcome
Outcome: Determine best approaches in contributing to a healthy and positive customer service mindset.
Objectives
2.1 Identify the appropriate attitude for delivery of customer service.
2.2 Recognize and demonstrate one-way communication versus two-way communication.
2.3 Apply and demonstrate active listening as a skill.
2.4 Differentiate between passive, assertive, and aggressive communications and the effects of each of these communication styles.


Unit 3: Dealing with Challenging Customer Situations
Outcome: Develop skills for managing difficult customer circumstances in a way that produces a win-win scenario for both sides.
Objectives
3.1 Identify customer service principles in dealing with challenging customer situations.
3.2 Identify the phases of anger; learn to deal with complaints, disagreements and difficult to understand customers.
3.3 Define empathy and practice empathy statements.
3.4 Apply a three-step method for handling challenging customers


Unit 4: Strategy
Outcome: Create a customer service strategy that leverages best practices to ensure a business or organization can maintain a consistent, high-level approach to serving its customers.
Objectives
4.1 Develop a customer service strategy.
4.2 Develop a customer service mindset in your organization.

Unit 5: Quality Customer Service Standards
Outcome: Develop standards which hold an organization accountable for providing the best possible customer service.
Objectives
5.1 Define a customer service standard.
5.2 Describe personal and procedural standards of customer service.
5.3 Identify guidelines for quality service standards.

Learner Outcomes

Upon completion of this course, you will be able to:

  • Explain who a customer is and why exceptional customer service is crucial for the success of any business or organization.
  • Determine best approaches in contributing to a healthy and positive customer service mindset.
  • List skills for managing difficult customer circumstances in a way that produces a win-win scenario for both sides.
  • Create a customer service strategy that leverages best practices to ensure a business or organization can maintain a consistent, high-level approach to serving its customers.
  • Develop standards which hold an organization accountable for providing the best possible customer service.

Notes

Course Materials
All of the required learning materials for this course are provided on the course website.
Required Technology and Software
Ensure that your computer meets SAIT’s Minimum Technical Requirements for online learning success.

Applies Towards the Following Certificates

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Enrol Now - Select a section to enrol in
Section Title
Customer Relations
Type
Seminar
Days
Th, F
Time
8:30AM to 4:30PM
Dates
Sep 01, 2022 to Sep 02, 2022
Schedule and Location
Contact Hours
14.0
Location
  • Main Campus
Delivery Options
Classroom  
Course Fee(s)
Tuition Fee non-credit $415.00
Service charge(s)
  • Tech Fee ($10)  
Drop Request Deadline
Mar 23, 2022 to Aug 28, 2022
Transfer Request Deadline
Mar 23, 2022 to Aug 28, 2022
Withdrawal Request Deadline
Aug 29, 2022 to Sep 01, 2022
Section Notes

Before Course Start – Campus Access:  

If you have any questions, contact conedadvising@sait.ca

Prerequisites: 
There are no prerequisites for this course.

Section Title
Customer Relations
Type
Online Synchronous
Days
W
Time
8:30AM to 12:00PM
Dates
Oct 05, 2022 to Oct 26, 2022
Schedule and Location
Contact Hours
14.0
Delivery Options
Virtual  
Course Fee(s)
Tuition Fee non-credit $415.00
Service charge(s)
  • Tech Fee ($10)  
Drop Request Deadline
Mar 23, 2022 to Oct 01, 2022
Transfer Request Deadline
Mar 23, 2022 to Oct 01, 2022
Withdrawal Request Deadline
Oct 02, 2022 to Oct 05, 2022
Section Notes

Prerequisites: 
There are no prerequisites for this course.

Schedule: 
This course will be delivered virtually using MS Teams/Zoom & Brightspace/D2L. MS Teams/Zoom sessions will be held on Wednesdays between October 5 and October 26 from 8:30 am - 12:00 pm.

We encourage you to use your webcam and microphone to contribute to a more collaborative learning experience. 

Section Title
Customer Relations
Type
Online Asynchronous
Dates
Nov 07, 2022 to Dec 18, 2022
Contact Hours
14.0
Delivery Options
Online  
Course Fee(s)
Tuition non-credit $425.00
Drop Request Deadline
Jun 10, 2022 to Nov 17, 2022
Transfer Request Deadline
Jun 10, 2022 to Nov 17, 2022
Withdrawal Request Deadline
Nov 18, 2022 to Dec 05, 2022
Required Software
Internet Access
Reading List / Textbook

All required course materials are included in tuition fees.

Section Notes

Prerequisites

There are no prerequisites for this course.

Extensions:
One optional extension available for purchase.  This gives you additional time equal to half the original course duration during which you will have continued access to course materials.
To purchase an extension contact
conedadvising@sait.ca at least seven (7) business days prior to the end date of your course.

Section Title
Customer Relations
Type
Online Asynchronous
Dates
Feb 13, 2023 to Mar 26, 2023
Contact Hours
14.0
Delivery Options
Online  
Course Fee(s)
Tuition non-credit $425.00
Drop Request Deadline
Jun 10, 2022 to Feb 23, 2023
Transfer Request Deadline
Jun 10, 2022 to Feb 23, 2023
Withdrawal Request Deadline
Feb 24, 2023 to Mar 13, 2023
Required Software
Internet Access
Reading List / Textbook

All required course materials are included in tuition fees.

Section Notes

Prerequisites

There are no prerequisites for this course.

Extensions:
One optional extension available for purchase.  This gives you additional time equal to half the original course duration during which you will have continued access to course materials.
To purchase an extension contact
conedadvising@sait.ca at least seven (7) business days prior to the end date of your course.

Section Title
Customer Relations
Type
Online Asynchronous
Dates
Apr 03, 2023 to May 14, 2023
Contact Hours
14.0
Delivery Options
Online  
Course Fee(s)
Tuition non-credit $425.00
Drop Request Deadline
Jun 10, 2022 to Apr 13, 2023
Transfer Request Deadline
Jun 10, 2022 to Apr 13, 2023
Withdrawal Request Deadline
Apr 14, 2023 to May 01, 2023
Required Software
Internet Access
Reading List / Textbook

All required course materials are included in tuition fees.

Section Notes

Prerequisites

There are no prerequisites for this course.

Extensions:
One optional extension available for purchase.  This gives you additional time equal to half the original course duration during which you will have continued access to course materials.
To purchase an extension contact
conedadvising@sait.ca at least seven (7) business days prior to the end date of your course.

Section Title
Customer Relations
Type
Online Asynchronous
Dates
Jun 19, 2023 to Jul 30, 2023
Contact Hours
14.0
Delivery Options
Online  
Course Fee(s)
Tuition non-credit $425.00
Drop Request Deadline
Jun 10, 2022 to Jun 19, 2023
Transfer Request Deadline
Jun 10, 2022 to Jun 19, 2023
Withdrawal Request Deadline
Jun 20, 2023 to Jul 17, 2023
Required Software
Internet Access
Reading List / Textbook

All required course materials are included in tuition fees.

Section Notes

Prerequisites

There are no prerequisites for this course.

Extensions:
One optional extension available for purchase.  This gives you additional time equal to half the original course duration during which you will have continued access to course materials.
To purchase an extension contact
conedadvising@sait.ca at least seven (7) business days prior to the end date of your course.

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