powered by
Center for Curriculum and Transfer Articulation
Retail Website Customer Service
Course: CSI200

First Term: 2018 Spring
 Lecture   3.0 Credit(s)   3.0 Period(s)   3.0 Load  
Subject Type: Occupational
Load Formula: S - Standard Load


Description: Overview of customer agent`s role and responsibilities. Introduction to retail website features and procedures. Includes shopping guides, customer accounts, and basic order entry guidelines and procedures.



MCCCD Official Course Competencies
1. Explain customer service agent`s role and how it is vital to achieving a signature customer service experience. (I)
2. Identify techniques and behaviors used to engage customers in an interactive conversation. (I)
3. Differentiate between areas of a shopping website. (I)
4. Describe procedures for creating a customer profile. (I)
5. Explore shopping guides and their role in the shopping experience. (I)
6. Complete basic order entry procedures. (I, III)
7. Explain the online order process. (II, III)
8. Describe procedures for online product search. (II, III)
9. Demonstrate procedures for completing an online order. (III)
10. Describe procedures for processing foreign orders. (III)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Signature Customer Service
   A. Organization Overview
      1. Mission and Vision
      2. Role and Responsibilities
   B. Customer Service Techniques
      1. Interactive Conversation
      2. Moments of Truth
      3. KPI`s and Quality Assurance
   C. Customer Accounts
      1. Profiles
      2. Access
II. Websites
   A. Overview
   B. Areas
      1. Customer
      2. Employee
   C. Shopping Guides
      1. Use
      2. Benefits
   D. Navigation
III. Basic Order Entry
   A. Process
      1. Product
      2. Customer
      3. Shipping
      4. Payment
   B. Searches
      1. Types
      2. Procedures
   C. Foreign Accounts
      1. Procedures
      2. Restrictions
 
MCCCD Governing Board Approval Date: December 12, 2017

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.