Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

PROGRAM: BBTLEDICT
2ND SEMESTER, SCHOOL YEAR 2021-2022

Course Title : Customer Support

Course Code : BTLE 30443
Course Credit : 3 UNITS
Pre-Requisite :
Course Description : This course is designed for the students to gain knowledge in customer support skills and the environment in which these skills are used. This course aims to
prepare the students for a role as an entry-level Customer Support Specialist. In this course, they will be introduced to the world of Information Technology, or IT.
They will learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service.
This course covers a wide variety of topics in customer handling that are designed to give you an overview of what’s to come in this program.

VISION OF THE UNIVERSITY

PUP: The National Polytechnic University

MISSION OF THE UNIVERSITY

Ensuring inclusive and equitable quality education and promoting lifelong learning opportunities through a re-engineered polytechnic university by committing to:

1. provide democratized access to educational opportunities for the holistic development of individuals with global perspective
2. offer industry-oriented curricula that produce highly-skilled professionals with managerial and technical capabilities and a strong sense of public service for nation building
3. embed a culture of research and innovation
4. continuously develop faculty and employees with the highest level of professionalism
5. engage public and private institutions and other stakeholders for the attainment of social development goal
6. establish a strong presence and impact in the international academic community

GOALS OF THE BRANCH

The PUP Sto. Tomas Branch commits to accomplish the following goals:

1. Sustain a culture of quality among the branch stakeholders by providing opportunities for student, faculty and staff development at the local, regional, national and international levels.
2. Develop and nurture collaborative research culture.
3. Champion knowledge and technology transfer through responsive sustainable and development-oriented community extension programs.
4. Provide a learning-conducive campus environment where technology driven resources are available to students, faculty member are available to students, faculty members and staff in enlarging
their skills and competencies to meet the demands of the changing times.
5. Ensure continuous improvement in the various areas of its operations through productive partnership and engagements with public, private and civil society acquire time.

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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

Institutional Learning Outcomes Program Outcomes Course Objectives

1.Creative and Critical Thinking - Graduates use their 1. Demonstrate the competencies required of the Philippine 1. Demonstrate rapport with users in problem-solving
imaginative as well as a rational thinking abilities to life TVET Trainers-Assessors Qualification situations.
situations in order push boundaries, realize 2. Analyze user problems and lead them through solutions.
possibilities, and deepen their interdisciplinary and 3. Utilize common problem-solving methodologies and soft
general understanding of the world. skills in an Information Technology setting
4. Formulate problem-solving methodologies.

2. Effective Communication- Graduates are proficient 2. Demonstrate broad, meaningful and coherent knowledge
in the four macro skills in communication (reading, and skills in any of the specific fields in technical and
writing, listening, and speaking) and are able to use vocational education
these skills in solving problems. Making decisions, and
articulating thoughts when engaging with people in
various circumstances.
3. Strong Service Orientation- Graduates exemplify 3. Apply the minimal supervision specialized knowledge and
the potentialities of an efficient, well-rounded and skills in any of the specific fields in technical teacher education
responsible professional deeply committed to service
excellence.
4.Community Engagement- Graduates take an active 4. Demonstrate higher level literacy , communication,
role in the promotion and fulfillment of various numeracy, critical thinking learning skills need for higher
advocacies (educational, social and environmental) for education.
the advancement of community welfare.
5.Adeptness in the Responsible Use of Technology 5. Manifest deep and principled understanding of the learning
Graduates demonstrate optimized use of digital process and the role of the teacher in facilitating these
learning abilities, including technical and numerical processes in their students.
skills.
2.Passion to Lifelong Learning
Graduates are enabled to perform and function in the
society by taking responsibility in their quest to know
more about the world through lifelong learning.
3.High Level of Leadership and Organizational 6. Show a deep and principled understanding of how
Skills educational processes relate to larger historical, social,
Graduates are developed to become the best cultural and political processes
professionals in their respective disciplines by
manifesting the appropriate skills and leaderships
qualities.

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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

4.Sense of Personal and Professional Ethics
Graduates show desirable attitudes and behavior either
in their personal and professional circumstances.
9.Sense of National and Global Responsiveness
Graduates’ deep sense of national compliments the
need to live in a global village where one’s culture and
other people culture are respected.
7. Apply a wide range of teaching process skills (including
curriculum development, lesson planning, materials
development, educational assessment and teaching process.
8. Reflect on the relationships among the teaching process
skills, the learning processing in students, the nature of the
content/subject matter and other factors affecting educational
processes in order to constantly improve their teaching
knowledge, skills and practices.

COURSE PLAN

WEEK TOPIC LEARNING OUTCOMES METHODOLOGY RESOURCES ASSESSMENT

Day 1
Show interest and
Discussion
Introduction of the Course Contents, Activities, and appreciation of the Course Syllabus None
Requirements importance in knowing the
course
Day 2 Building a Strong Foundation (Introduction) Explain the connection Outstanding Customer
between external customer- Service: The Key to
Who Are Customers? service and internal customer customer Loyalty
Lecture-Discussion Take Home Exercises
Who Are Customer Service Representatives? service. David E. Deviney, DBA
Why Is Customer Satisfaction Important? Coastal Training
Define the role of the Technologies Corp
Day 3 What Do Customers Really Want from You? customer service Outstanding Customer
What Is Your Role as a Customer Service representative. Service: The Key to
Representative? customer Loyalty
Lecture-Discussion Assignments
Identify what customers David E. Deviney, DBA
really want from you and your Coastal Training
company. Technologies Corp
Day 4 Maintaining a Positive Attitude Outstanding Customer
Developing Customer Service Standards Recognize the impact of Service: The Key to Activity 1
Building Your Product or Service Knowledge attitude on customer service. customer Loyalty
Lecture-Discussion
David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 5 Communication Effectively with Customers Develop skills in listening. Lecture-Discussion Outstanding Customer Quiz 1
Service: The Key to

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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

Developing Active Listening Skills Determine each customer’s customer Loyalty

Speaking in the Positive: Words and Tone of Voice communication preferences. David E. Deviney, DBA
Coastal Training
Polish communication skills. Technologies Corp
Day 6 Body Language: Yours and Theirs Outstanding Customer
Sending a Message Through Physical Surroundings Service: The Key to
customer Loyalty
Lecture-Discussion Assignments
Understand why words do David E. Deviney, DBA
not communicate very much Coastal Training
of your message. Technologies Corp
Day 7 Improving Your Telephone Communication Improve telephone skills. Outstanding Customer
Service: The Key to
customer Loyalty Quiz 2
Lecture-Discussion
David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 8 Understanding Your Customer’s Communication Style Outstanding Customer
Service: The Key to
customer Loyalty
Lecture-Discussion Activity 2
David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 9 MIDTERM EXAMINATION
Day 10 Managing the Customer Encounter Show customers that you
value their business.
Showing Customers That You Value Their Business
Outstanding Customer
Understand and influence
Service: The Key to
Understanding Customer Behavior and Creating customer behavior
customer Loyalty
Lecture-Discussion Activity 3
David E. Deviney, DBA
Positive Outcomes Ask questions that will help
Coastal Training
you help the customer. Hand
Technologies Corp
Asking the Right Questions off customers without making
them feel ignored.
Dealing Effectively with Customer Hand-Offs
Day 11 Making the Customer’s Problem Your Problem Follow five steps for Lecture-Discussion Outstanding Customer Activity 4
Telling the Customer “No” successfully solving Service: The Key to
customer problems. customer Loyalty
David E. Deviney, DBA
Say “no” to customers Coastal Training
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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

without losing future Technologies Corp

business. Successfully close License: None
Day 12 Closing the Customer Encounter the customer encounter. Outstanding Customer
Following Through with the Customer Service: The Key to
Provide appropriate customer customer Loyalty
Lecture-Discussion Assignment
follow-up. David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 13 Handling Complaints and Conflicts Determine why your Outstanding Customer
customers complain. Service: The Key to
Determining Why Your Customers Complain customer Loyalty
Lecture-Discussion Assignment
Recognize five different David E. Deviney, DBA
conflict styles. Coastal Training
Technologies Corp
Day 14 Recognizing Different Conflict Styles Outstanding Customer
Follow a five-step technique Service: The Key to
for dealing with upset customer Loyalty Quiz 3
Lecture-Discussion
customers. David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 15 Calming Upset Customers Control your emotions when Outstanding Customer
dealing with stressful Service: The Key to
situations. customer Loyalty
Lecture-Discussion Activity 5
David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 16 Controlling Your Own Emotions Outstanding Customer
Service: The Key to
customer Loyalty
Lecture-Discussion Quiz 4
David E. Deviney, DBA
Coastal Training
Technologies Corp
Day 17 Continuously Improving Customer Service Conduct a customer service
Outstanding Customer
audit.
Service: The Key to
Conducting a Customer Service Audit
customer Loyalty
Review your customer Lecture-Discussion Activity 6
David E. Deviney, DBA
Reviewing Your Customer Service System service system.
Coastal Training
Technologies Corp
Putting Your Learning to Work
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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

Day 18 FINAL EXAMINATION

ON-LINE CLASSROOM POLICIES: You may include other Classroom Policies in your respective Courses

 Students will be under flexible technology enhanced learning mode of his/her choice and capacity.
 Students are required to attend on-line classes regularly thru Web Conference, check the social media group or classroom applications for announcements, learning materials,
audio-visual lectures, open educational resources and the like.

COURSE GRADING SYSTEM:

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 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
OFFICE OF THE VICE PRESIDENT FOR BRANCHES AND CAMPUSES
STO. TOMAS BRANCH

Class Standing 2/3

 Quizzes 30%
 Activities 40%
 Assignments 20%
 Attendance 20%

Midterm/Final Examinations 1/3

(Midterm Grade + Final Term Grade)/2 = FINAL GRADE

CONSULTATION TIME: Friday 9:00AM-12:00PM

Prepared by: Reviewed and Validated by:

RYAN L. BATANGANTANG ENGR. LIZA MARIE B. NUEVO MS. RESLYN CABRERA

PUP Sto. Tomas Faculty/DATE Head, Academic Programs Chief, Library Services

Recommending Approval: Approved By:

DR. ARMANDO A. TORRES PROF. PASCUALITO B. GATAN

Director Vice President for Branches and Satellite Campuses

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