Business and technology qualifications, Levels 3-6, in Brussels. Explore qualifications
Portal login
Level 3 Diploma in Business Management

Teamwork and collaborative service delivery

BM304 · Customer Service — Week 11 of 16

CourseBM304
Week11 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Teamwork and collaborative service delivery

  1. Cross-departmental collaboration
  2. Internal customer service
  3. Team communication methods
  4. Overall assessment of service effectiveness
  5. What is Team Dynamics? | From A Business Professor
  6. Tools for communication

What you will be able to do

  • 2.4 Assess the levels of customer service offered by a business.
  • 4.4 Explain how working with others improves a customer’s experience.

Activity

Start with this week’s 2 videos, then: Seminar, guided reading and a short written task: assess the levels of customer service offered by a business.

Study materials

Videos

  • What is Team Dynamics? | From A Business Professor · YouTube · Business School 101 · 6 min · for registered students
  • Tools for communication · Oak National Academy, Key Stage 4 (GCSE level) · for registered students

Further resources

  • Exploring Business, ch. 8: Teamwork and Communications · PDF · Saylor Academy, textbook chapter; PDF pp. 374–440 · for registered students
  • Principles of Marketing, ch. 11.2: Service-profit chain and service triangle · PDF · OpenStax, textbook chapter; pp. 379–385 · for registered students
  • Internal marketing for internal consumer satisfaction and customer orientation · Reading · Reading, article · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 10Week 12
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Customer service fundamentals and regulation
  • Week 2: Product and service quality standards
  • Week 3: Customer types and behavioural influences
  • Week 4: Monitoring and assessing service quality
  • Week 5: Exceeding expectations and driving satisfaction
  • Week 6: Relationship building and retention strategies
  • Week 7: Negotiation skills and commercial balance
  • Midterm: Midterm evaluation
  • Week 9: Interpersonal communication in customer service
  • Week 10: Handling complaints and service recovery
  • Week 11: Teamwork and collaborative service delivery
  • Week 12: Applying Customer Service in practice: case studies
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
Back to the course
Scroll