Community College of Vermont

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Fall 2021
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Essential Objectives

Web Schedule Fall 2021

Revision Date: 18-Aug-21

Customer Service

Semester Dates: Last day to drop without a grade: 09-27-2021 - Refund Policy
Last day to withdraw (W grade): 11-08-2021 - Refund Policy
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This course has started, please contact the offering academic center about registration

Course Description:

In this course students explore strategies for achieving customer retention and performance improvement for organizations across a wide variety of industries. Students analyze factors that ensure customer loyalty and consistent revenue growth retention while developing the individual skills necessary to implement an effective customer service strategy. Students will be prepared to earn the Certified Customer Experience Professional (CCEP) certification from the Customer Service Institute of America (CSIA).

Essential Objectives:

1. Discuss how customer service is relevant to all industries and a critical element of a value proposition.
2. Describe customer-focused service and how it relates to the success of an organization.
3. Define and describe customer expectations and perceptions as it pertains to increasing customer satisfaction and loyalty.
4. Describe the value of strong internal partnerships within an organization.
5. Demonstrate effective communication skills, including empathic listening, building consensus, and meeting mutual goals.
6. Demonstrate the ability to enhance and align an organization’s customer focus through the development of a customer service plan.


Link to Textbooks for this course in eCampus.

The last day to use a Financial Aid advance to purchase textbooks is the 3rd Tuesday of the semester. See your financial aid counselor at your academic center if you have any questions.

Accessibility Services for Students with Disabilities: CCV strives to mitigate barriers to course access for students with documented disabilities. To request accommodations, please

  1. Provide disability documentation to the Accessibility Coordinator at your academic center.
  2. Request an appointment to meet with accessibility coordinator to discuss your request and create an accommodation plan.
  3. Once created, students will share the accommodation plan with faculty. Please note, faculty cannot make disability accommodations outside of this process.

Academic Honesty: CCV has a commitment to honesty and excellence in academic work and expects the same from all students. Academic dishonesty, or cheating, can occur whenever you present -as your own work- something that you did not do. You can also be guilty of cheating if you help someone else cheat. Being unaware of what constitutes academic dishonesty (such as knowing what plagiarism is) does not absolve a student of the responsibility to be honest in his/her academic work. Academic dishonesty is taken very seriously and may lead to dismissal from the College.

Course description details subject to change. Please refer to this document frequently.

To check on space availability, choose Search for Classes.

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