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MPK711 - Strategic Customer Service

Note: You are seeing the 2012 view of this unit information. These details may no longer be current. [Go to the current version]
Enrolment modes:(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.

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8th June 2007