|Course Type||Course Code||No. Of Credits|
Semester and Year Offered: August 2018, 1st semester
Course Coordinator and Team: Nikhil Charak & External Experts
Email of course coordinator: firstname.lastname@example.org
Pre-requisites: Class 12th passed, Aptitude test and Interview.
Aim: This course will help students to create a positive image of self and organisation in the customer’s mind, resolve customer concerns, organise delivery of reliable service, improve the customer relationship, and to effectively work in a retail organisation.
Student will be able to:
Brief description of modules/ Main modules:
Module I: Customer Service (7hours + 3 hours = 10hours)
Customer Services and Characteristics; Service Quality; Customer Expectations; Personal Effectiveness for Better Service (Dos and Don’ts).
Module II: Creating Positive Image of Organisation (4 hours Theory + 3 hours Practical = 8 hours)
Organisation’s Image - Understanding Organisational Behaviour and Policies (store specific); Basic Etiquettes; Organisation Specific Customer Handling; Resolving Customer Concern; Organising the Delivery of Reliable Services; Interpreting Complex Information; Building Relationship with Internal and External Customers; Working Effectively in the Organisation; Creating and Analysing Data Base.
Module III: Managing Customer Service (4hours Theory + 2 hours Practical = 6 hours)
Customer Service Issues and Solutions; Informing and Analysing Actions; Leveraging on Customer Service; Customer Feedback - Recording, Responding and Addressing; Promoting Continuous Improvement in Customer Service.
Module IV: Customer Relationship Management (2hours+1 hour = 3hours)
Building and Improving Relationship; Customer and Organisation Needs; Managing Customer Expectations; Personalised Service and Selling; Meeting Company’s Customer Service Standards - Improving Customer Relationship; Client Record Keeping; Developing Relationships.
Module V: Customer Complaint Management (2hours+1hour = 3hours)
Understanding Customer Service Problems: Solution and Communicating Solution Options; Resolution of Customer Problems; Monitoring and Solving Customer Concern –Escalation Mechanism.
Assessment Details with weights:
Assessment Plan(weight, mode, scheduling) for the course
Period of Assessment
Assignments (Project/written assignment/portfolio)
After the completion of 1st and 2nd modules
Assignment 1 (Project)
After the completion of 3rd and 4th modules
All through the semester