OTEC 161 Service Delivery

School of Business

OTEC 161 Service Delivery concentrates on development of fundamental customer service skills required by workers in today's office. Students acquire skills including self-assessment, understanding and controlling barriers to customer service, determining customer needs, problem solving, developing opportunities, empowerment, effective communication, self-motivation and goal setting, and the use of technology. Customer-focused companies are profiled to examine how they promote excellence in customer service.

Accessibility Services Notice

Students who would like an academic accommodation and who have a documented disability should contact Accessibility Services, if they have not already done so.

Transfer Agreements

Course to Course transfer – NoBlock Transfer – Nobctransferguide.ca
Course Details
Total number of weeks6
Total Credits
Total Hours30
Typical hours per week breakdown
Other30

Learning Outcomes

Upon successful completion of this course, the learner will be able to:

  1. Explain the differences between client expectations and client perceptions
  2. Identify common barriers to customer service
  3. Apply client service techniques
  4. Explain the problem-solving process in customer service
  5. Explain professional conduct and conflict resolution skills in service provision
  6. Describe strategies to establish and maintain positive client relationships that lead to client loyalty
  7. Explain the importance of client confidentiality, conveying credibility and positively representing organizations
  8. Edentify market segmentation to divide customers into serviceable groups
  9. Create goals necessary for service delivery improvement planning
  10. Explain the importance of a mission and purpose statement
  11. Express the fundamental requirements of creating a successful customer service program
  12. Explain the relationship between communication and customer service
  13. Analyze client service situations and be able to recommend practices that mitigate and/or prevent escalations
  14. Explain the impact that high or low morale may have on an organization
  15. Describe the leadership role in fostering a personal business connection with clients
  16. Identify the relationship between client service and corporate culture
  17. Explain the balance of serving customers using traditional and technological methods

Teaching and Learning Approach

The Service Delivery course is divided into 6 sections. Student interaction and participation is a prominent focus and principal learning activity. Multiple discussion postings and responses (both individual and team) allow students to share ideas on the course content and relate concepts to personal experiences. Case studies utilize critical thinking skills and provide a chance to apply course material to realistic workplace situations. Group activities allow students opportunity to experience different team roles and interpersonal challenges. Business communication skills are practiced through written submissions and as students collaborate on group submissions.

Learning Resources

Required: Customer Centric Strategy 2nd Edition, Kerri Shields, January 1, 2024 https://collection.bccampus.ca/textbooks/customer-centric-strategy-2nd-edition-435/#about Personal computer, webcam, microphone, speakers, internet access, current Windows operating system, current web browser, and current Microsoft Word software. Recommended: Gregg Reference Manual or Pitman Office Handbook Dictionary (current college-level Canadian dictionary preferred) or an online dictionary.

Detailed Course Content, Topics, and Sequence Covered

1. Chapter 1: Defining Customer Centricity Chapter 2: Being a Customer Service Representative (CSR) 2. Chapter 3: Managing a Customer Service Team Chapter 4: Working in a Customer Contact Center 3. Chapter 5: Managing a Customer Contact Center Chapter 6: Using Contact Center Technology to Improve Customer Experience 4. Chapter 7: Designing Products, Services, and Processes with Customers in Mind Chapter 8: Using Design Thinking to Improve Customer Experience 5. Chapter 9: Building Strong Customer Relationships Chapter 10: Leading a Customer Centric Strategy 6. Group Project

Assessment

TitleLearning OutcomesValue
Discussions (5) 1-6, Assignment9-10, 12-13, 15 #1 (Case Study): 1-7 / Assignment20 #2: 3-
Assignments (3)30%
7, Group Assignment12, 13 / Assignment #4 (Case Study): 14, 15, #3 (Group Work): 12, 1416 / Assignment
Assignments (2) #5(Group Work): 6, 8-13, 15-1730%
Theory Quizzes (6 1-17 online)20%
Total100%

Grading Table

Percentage Letter Grade GPA
90-100 A+ 4.33
85-89 A 4.00
80-84 A- 3.67
76-79 B+ 3.33
72-75 B 3.00
68-71 B- 2.67
64-67 C+ 2.33
60-63 C 2.00
55-59 C- 1.67
50-54 P 1.00
0-49 F 0.00
  DNW 0.00

See the Academic Calendar for General Information including how to withdraw from course(s) and other regulations.

Disclaimer

Information contained in this course outline is correct at the time of publication. Content of the course is revised on an ongoing basis to ensure relevance to changing educational, employment and market needs. The instructor will endeavor to provide notice of changes to students as soon as possible. The instructor reserves the right to add or delete material from courses.