Study Guide

Objective

At the end of this introductory level course, students will be better informed about the principles associated with successful quality service management, to anticipate obstacles to outstanding service delivery and to explain how they would be able to overcome these obstacles. This course will motivate students to examine their own customer service style and make adjustments. At the end of this course, students will be able to:
- identify key components of building great customer experience,
- indicate the different types of service cultures and explain the challenges that they cause for service managers,
- explain why/when businesses need to shift to delivering one on one service experiences and describe how this can be done,
- design customer experiences that will delight customers,
- explain the importance of customer loyalty and identify the strategies that may lead to customer loyalty,
- explain Customer Relationship Management and apply the appropriate model to organizations,
- explain the importance of customer dialogue and feedback including complaints as a gift and design an effective complaint management system,
- choose the most appropriate service monitoring and measurement systems for organizations,
- discuss what is meant by service recovery and develop an effective service recovery system,
- identify the different ways in which technology may be used in organizations and select the most appropriate ones for different organizational types and cultures.

Content

Globalization and modern technologies have tremendously increased competition. More than ever before, the success of your business, or the business you work for depends on satisfied customers. This introductory level course will sensitise participants to the knowledge of building great customer experience; if you can master this art, you will be useful across industries. This course will provide you with the opportunity to reflect upon the quality of service delivered in organizations and to design strategies to improve competitiveness and the way that service is delivered. We will identify the potential for creating sustainable relationships with customers and the strategies that will be required. We will also explore the use of technology in conjunction with strategic management as a way of increasing customer loyalty and ultimately greater profits and competitiveness.

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

Students’ active attendance (3 classes)
Students’ active participation in class discussions (3 classes)
Students’ submission of assignments (3 classes)

Assessment criteria, good (3)

Students’ active attendance (4 classes)
Students’ active participation in class discussions (4 classes)
Students’ submission of assignments (4 classes)

Assessment criteria, excellent (5)

Students’ active attendance (All classes)
Students’ active participation in class discussions (All classes)
Students’ submission of assignments (All classes)

Assessment criteria, approved/failed

Students’ active attendance (3 classes)
Students’ active participation in class discussions (3 classes)
Students’ submission of assignments (3 classes)