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Customer Service

BM304

Course CodeBM304
ECTS

Course Description

The aim of this unit is to provide learners with the knowledge and understanding required to operate in a customer service role. Learners will develop an awareness of customer service fundamentals before exploring types of customers and how a business can develop relationships with its customers. Building on an awareness of different interpersonal skills, the unit will also enable a learner to demonstrate they have the skills to work alone and in a team to provide high quality customer experiences.

Course Objectives

The aim of this unit is to provide learners with the knowledge and understanding required to operate in a customer service role. Learners will develop an awareness of customer service fundamentals before exploring types of customers and how a business can develop relationships with its customers. Building on an awareness of different interpersonal skills, the unit will also enable a learner to demonstrate they have the skills to work alone and in a team to provide high quality customer experiences.

Key Topics

  1. LO1: Know about customer service.
  2. LO2: Understand the customers of a business.
  3. LO3: Understand how to improve the relationship with customers.
  4. LO4: Know how to effectively operate in a customer service role.

Course Outline

WeekTopics
1Customer service fundamentals and regulation
2Product and service quality standards
3Customer types and behavioural influences
4Monitoring and assessing service quality
5Exceeding expectations and driving satisfaction
6Relationship building and retention strategies
7Negotiation skills and commercial balance
MidtermMidterm evaluation
9Interpersonal communication in customer service
10Handling complaints and service recovery
11Teamwork and collaborative service delivery
12Applying Customer Service in practice: case studies
13Assignment workshop: research, planning and referencing
14Assignment workshop: drafting, feedback and improvement
15Review and coursework completion
FinalFinal assessment and submission

Learning Outcomes

  1. LO1 Know about customer service.
  2. 1.1 State the legislation and regulations which influence customer service.
  3. 1.2 Explain the difference between product and service quality
  4. 1.3 Outline examples of good customer service.
  5. 1.4 Outline examples of poor customer service.
  6. 1.5 Explain why effective customer service is important to a business.
  7. LO2 Understand the customers of a business.
  8. 2.1 State the types of customers of a business.
  9. 2.2 Explain what influences the behaviour of a business’ customers.
  10. 2.3 State ways in which to measure levels of customer service.
  11. 2.4 Assess the levels of customer service offered by a business.
  12. LO3 Understand how to improve the relationship with customers.
  13. 3.1 Explain how to exceed customer expectations.
  14. 3.2 Explain how to negotiate effectively.
  15. 3.3 Explain different factors which increase customer satisfaction.
  16. 3.4 Recommend ways in which a business could improve its relationships with customers.
  17. LO4 Know how to effectively operate in a customer service role.
  18. 4.1 Explain why effective interpersonal skills are important in a customer service context.
  19. 4.2 Explain how to balance the needs of customers with those of a business.
  20. 4.3 Describe techniques which are used to resolve customer issues and complaints.
  21. 4.4 Explain how working with others improves a customer’s experience.
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