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Level 3 Diploma in Business Management

Applying Customer Service in practice: case studies

BM304 · Customer Service — Week 12 of 16

CourseBM304
Week12 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Applying Customer Service in practice: case studies

  1. Case analysis
  2. Linking theory to practice
  3. Evaluating evidence
  4. Customer Service Innovations | McDonald's Examples

What you will be able to do

  • 2.4 Assess the levels of customer service offered by a business.

Activity

Start with this week’s video, then: Case-study workshop: apply the unit’s concepts to a real or realistic case and evaluate the outcome.

Study materials

Videos

  • Customer Service Innovations | McDonald's Examples · YouTube · Two Teachers · 4 min · for registered students

Further resources

  • Service Quality and Customer Satisfaction in the Post Pandemic World · Reading · Reading, article · for registered students
  • Food delivery service quality, customer satisfaction and reuse intention · Reading · Reading, article · for registered students
  • Patients' perceptions of service quality in China: an investigation using SERVQUAL · 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 11Week 13
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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.

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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
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