Rationale

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.

Aim

The overall aim of this subject is to provide students with the key concepts of service management that gives them the basic understanding of the importance of customer service that is relevant to all industry sectors.

Teaching and Learning Strategy

This subject will consist of lectures, tutorials, class participation activities, case studies and practical application/examples. With the aid of visual case study presentations, these strategies will assist students to understand the importance of customer service.

Learning Outcomes

  1. Analyse and identify the customers needs and why this is important in business

  2. Explain the importance and relevance of delivering quality service.

  3. Reflect on one’s own experience by analysing and measuring the delivery of service

  4. Explain the approaches to handling customer complaints

  5. Describe customer feedback and how its obtained, measured and utilised in business

  6. Explain the importance of fostering a service culture environment

Assessment

Exams will take place in week 13. Please refer to the official Exam Timetable for further information.

Assessment 1 – Customer Service Experience Report due Week 5

Write a report, maximum 100 words, detailing a recent customer service experience from your excursion in Week 4. Provide a brief overview about the business and what item or service were you purchasing or experiencing.

Evaluate your customer service experience based on:

  • The 15 Keys to Good Customer Service as a guide
  • Identify which of these were applied during your customer service experience
  • Please provide examples of how the business met your customer service requirements and/or how could they have improved on the service.

Assessment 2 – In class Quiz Week 7

We will do an in class quiz revising what you have already learnt from Weeks 1 – 6.

Assessment 3 – Company Customer Service Report due Week 11

NoTypeWeightingLearning Outcomes
1Individual Assignment30.00%1,2,3
2Quiz20.00%2,4,5
3Individual Assignment30.00%1,2,3,4,5,6
4Individual Assignment20.00%2,3,4,6