SUBJECT CODE: MGTF102
This subject has been designed for all who are or will be working in the diverse environment of service management.
The customer is the foundation of the business and consequently this subject takes a constructive service management
approach in establishing proactive business relationships with the customer and developing a positive service culture.
a) Analyse and identify the customers needs and why this is important in business
b) Explain the importance and relevance of delivering quality service
c) Reflect on one’s own experience by analysing and measuring the delivery of service
d) Explain the approaches to handling customer complaints
e) Describe customer feedback and how its obtained, measured and utilised in business
f) Explain the importance of fostering a service culture environment
Learning outcomes for this subject are assessed using a range of assessment tasks as described in the table below.
|No||Type||Weighting||Assessment due (week/s)||Subject learning outcomes to be assessed|
|1||Customer Service Experience Report||30.00%||Week 5||a, b & c|
|2||Service Concepts Quiz||20.00%||Week 7||b, d & e|
|3||Company Customer Service Report||30.00%||Week 12||a, b, c, d, e & f|
|4||Company Customer Service Presentation||20.00%||Weeks 12 & 13||b, c, d & f|
Most assessment tasks are submitted using the Learning Management System, Moodle. For more instruction on submitting the assessment tasks, please refer to the instruction in Moodle for more specific information of the subject assessment submission requirements.
There are penalties for late submission of assessment tasks.
If you would like to request for an extension to submission deadline of your assessment or would like to request for a deferred assessment, you need to meet the eligibility requirements.
Broad topics to be covered
- What is Customer Service?
- The Global Customer
- Exceptional Customer Service
- Class Excursion
- Customer Service Strategy
- Critical Workplace Skills
- Managing Customer Service
- Customer Retention
- Problem Solving
- Communication Essentials
- Service Culture
- Service Trends and E-Commerce & Service
Please note that these topics are often refined and subject to change so for up to date weekly topics and suggested reading resources, please refer to the Moodle subject page.