Customers' Service Management (TUOL0058), 3 op

Basic information

Prerequisites

Course contents (core content level)

Course is part of the Technology Business Module.

Connect With Professional Service
- Describe the factors that influence a customer's perception of service
- Describe the role of voice tone in communication success
- List indicators of successful communication
- List the factors of effective listening
- Demonstrate paraphrasing techniques
- Describe how to set and manage customer expectations
- Explain the value of a complaint
- Identify communication preferences

Course contents (additional)

- Communicate effectively
- Describe a professional greeting and manner that conveys respect and caring
- Conduct professional holds and transfers
- Write an example of complete call documentation and email correspondence

Manage the Call
- List four types of questions used to maintain call control
- Provide responses to difficult customer questions truthfully and without jeopardizing the customer's positive perceptions

Manage the Customer
- Identify difficult customer characteristics and tactics to work with them
- Employ techniques to manage customer anger
- Differentiate between positive and negative trigger phrases
- List steps in professionally saying no to a customer
- Follow handoff procedure in escalating a call

Core content level learning outcomes (knowledge and understanding)

Objectives
The Service Representative course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principle, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty. The course teaches critical skills in professionalism: communication, management of the call, the customer, and job stress as well as service cross selling in the onsite class.

Core content level learning outcomes (skills)

Recommended reading

Excellence in Business Communication, John V. Thill and Courtland L. Bovee ? Prentice Hall

Teaching and learning strategies

Lectures 28 h
Assignments
Student individual workload
Project
Total 80 h

Teaching methods and student workload

Assessment weighting and grading

The course teaches the same content in different order to accommodate differences in teaching modes. The instructor led class includes role-plays and group exercises for each module. The online course uses real world exercises to reinforce and apply concepts.

Related competences of the degree programme

International and intercultural skills
Competence in principles of business operations
Comprehensive competence in organization development
Information acquisition skills and adaptation of new knowledge
Entrepreneurial, business and leadership skills