Unit details
MPK711 - Strategic Customer Service
| Offered at: | (B, X) |
|---|---|
| Offerings: | Trimester 1 (B, X), trimester 2 (X) |
| Credit point(s): | 1 |
| EFTSL value: | 0.125 |
| Unit chair: | T Winchester (Trimester 1), P Harrison (Trimester 2) |
| Prerequisite: | Nil |
| Corequisite: | Nil |
| Incompatible with: | Nil |
| Contact hours: | 1 x 3 hour seminar per week |
| Note: Online teaching methods require internet access. Please refer to the most current computer specifications. | |
Content
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.
Assessment
Written Assignment (Case Study Analysis) (Group /up to 3 students) 4000 words 40%, Examination 2 hours 60%, Hurdle requirement achieve at least 50% of the marks available on the examination.
Unit Fee Information
| Student Contribution Rate* | Student Contribution Rate** | Student Contribution Rate*** | Fee rate - Domestic Students | Fee rate - International students |
| $1178 | $1178 | $1178 | $2675 | $3340 |
* Student contribution rate for Commonwealth Supported students who commenced studies from 2010
** Student contribution rate for Commonwealth Supported students who commenced studies from 2009
*** Student contribution rate for Commonwealth Supported students who commenced studies from 2008
Please note: Unit fees listed do not apply to Deakin Prime students.
