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MPK711 - Strategic Customer Service

Unit details

Year2016 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

All Commonwealth Supported Place (CSP), fee paying undergraduate and pre-2016 commencing students

Unit fee information available soon


2016 commencing International and full fee paying postgraduate domestic students

Your units are priced based on the course you are enrolled in. Please refer to the current year's course entry to estimate the unit cost.


You can calculate the cost of each unit by using the following calculation:


Course fee x unit EFTSL value = unit price

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