Introduction To Customer Service

COURSE OVERVIEW

Organizations can no longer differentiate themselves based on product and price.  In today’s highly competitive global environment, the key to business success is enriching the customer experience.

This programme is based on several principles and concepts and is designed to help identify customer needs and master the art of delivering superior service.

COURSE OBJECTIVES

Upon successful completion of this course, participants will be able to:

1. Apply behavioural standards to enrich the customer experience;
2. Manage irate customers;
3. Contribute meaningfully to the enhancement of customer service in any organization.

METHODOLOGY:

This course will be delivered using a combination of teaching techniques.  These include lectures, open discussions, role play, case studies, individual and group exercises/presentations, audio and visual presentations and training games.

EVALUATION & ASSESSMENT:

The course will be assessed as follows:

Student Activity	Percentage of Final Mark
Participation	5
Individual written assignment	15
In class test	10
Group oral presentation	20
Final examination	50
TOTAL	100%

 

PLEASE NOTE:    

There will be a penalty for late submission of assignments. Two marks will be deducted for each day the project is late.  Additionally projects will not be accepted five (5) days from the due date.

Regular class attendance and punctuality are essential.  You are required to attend at least seventy-five (75%) of the scheduled classes.

 

COURSE WORK

Individual Written Assignment

Each participant is required to submit a written research paper on a chosen topic that is related to Customer Service. The paper must embody the theoretical aspect of the chosen topic and must include examples that will expound on the theory.

The specified word limit is 750 – 1,000 words and the assignment must be type written.  The marking scheme will be as follows:

·         Theory                            40 marks

·         Use of examples              40 marks

·         Language skills               20 marks

 

Group Oral Presentation

Participants will be divided into groups and each group will be required to make a presentation on any topic relevant to the course.  Studentsmust advise the facilitator of your group’s choice of topic by the fifth session.

 

CLASS SCHEDULE

SESSION NO.	Teacher/Student Activities
1	Customer Loyalty What is customer loyalty? Barriers to service excellence International benchmarking Customer drive service
2	Behavioural Standards for Enriching the Customer Experience Professionalism Listening skills Body language Telephone etiquette
3	Hands-on Training Class exercises Video presentation Customer service games
4	Determining Customer Requirements Formal and informal customer insight research Basic principles of research
5	Managing Irate Customers Why customers complain Using emotional intelligence to calm irate clients
6	Hands-on Training Class exercises Role play
7	Customer Driven Management Creating customer driven strategies Becoming a customer champion Customer service opportunities
8	In Class Test
9	Employee Relations = Customer Relations Customer – Employee relationship The right way to manage employees Enriching the employee experience to create a spirit of service
10	Hands-on Training Class exercises Course review
11	Group Oral Presentations
12	Final Examinations

 

Method of Assessment

Assessment willbe based on all the topics coveredin the programme.  The final mark will be based on participation, an individual written assignment, exams and a group oral presentation