Return to previous page

Unit details

MPK711 - Strategic Customer Service

Year2015 unit information
Enrolment modes:

Not offered in 2015

Credit point(s):1
EFTSL value:0.125
Unit chair:

N Robertson

Prerequisite:Nil
Corequisite:Nil
Incompatible with:

Nil

Contact hours: 1 x 3 hour seminar per week

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

Return to previous page


Back to top