Experience Management (practical)

Semester and Year Offered: 4th Semester (Winter Semester 2019)

Course Coordinator and Team: Nikhil Charak and External Experts

Email of course coordinator: nikhil@aud.ac.in

Pre-requisites: The course focuses on the Job Role related to Department Manager (Level-6) in a retail store as per the guidelines of National Skill Qualification Framework (NSQF). The course is meant to be offered to those who have specific knowledge and skills related to Sales Associate (Level-4) & Team Leaders (Level-5) offered in 1st year.

Aim: This course will enable them to gain the knowledge about the customer management and services. It also familiarises the students about the managing manpower, managing merchandise and health hygiene and safety.

Course Outcomes:

Student will be able to:

• Illustrate customer experience handling at different stores.
• Outline Various demographic profiles of the customers
• Create a customer relationship management plan in a store

Brief description of modules/ Main modules:

Student need to observe the following things during industrial internship:

1. Customer profile: Various demographic profiles of the customersv( Age, Gender, Education)
2. Customer buying profile: ( Customer buying behaviours of different customers based on the specific need)
3. Customer buying preferences
4. Customer service profile
5. CRM plan ( Role of technology. people, process and knowledge)

Assessment Details with weights:

Reading List:

1. Nayar, V. (2010). Employees first, customers second: Turning conventional management upside down. Harvard Business Press.
2. Thomas Kayser, (2010). Building Team Power: How to Unleash the Collaborative Genius of Teams for Increased Engagement, Productivity, and Results.
3. Kevin Pritchard and John Eliot, (2012). Help the Helper: Building a Culture of Extreme Teamwork.
4. Reldan S. Nadler, (2010). Leading with Emotional Intelligence: Hands-On Strategies for Building Confident and Collaborative Star Performers.