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|Offered at:||(B, X)|
|Unit chair:||N Robertson|
|Contact hours:||1 x 3 hour seminar per week|
|Note: Online teaching methods require internet access. Please refer to the most current computer specifications.|
Topics to be addressed in this unit include: an introduction to customer service; customer service within a strategic framework; leadership and organisational culture for customer service excellence; supporting customer service: organisational structure and resources; the role and management of customer service personnel; internal marketing; managing and measuring service quality; managing and measuring customer perceived value; managing customer complaints; e-customer service: the role of technology in delivering customer service; and practising customer service excellence.
Group case study analysis 4000 words 40%, examination 3 hours 60%
Hurdle requirement: achieve at least 50% of the marks available on the examination.
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