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IBSU-IT0409-2021-2 Customer Service Management
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General
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Unit Information Guide
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Timetable
Assessments
Assessment 1 - Quiz 1 (5%)
Assessment 2: Assignment 1 (10%)
Assignment 1 - Tasks and Rubrics
PDF file for Assignment 1
Assignment 2 - Task and Rubrics
PDF file for Assignment 2
Assignment 3 - Quiz 2 (5%)
Assessment 4 (Assignment 2) - 30%
Lecturer Evaluation Survey Week 6
Lecturer Evaluation Survey Week 11
Unit Evaluation Survey
Week 1-Introduction to Customer Service
Week 1-What is Customer Service-Lecture Slides
Week 1 - The Need of Customer Service - Lecture slides
Week 1 - Introduction to Customer Service - Part 3 - Lecture Slides
Introduction to Customer Service-Lecture Notes
What is Customer Service? - Video
Professional Qualities in Customer Service - Video
Who Are Your Customers? - Video
Ten Types of Customer Behaviour - Video
Good Information is Often Good Service - Video
Develop a Friendly Customer Approach - Video
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Week 2 - Customer Service: Communication Skills
Week 2 - Customer Service: Communication Skills - Part 1 - Lecture Slides
Week 2 - Customer Service: Communication Skills - Part 2 - Lecture Slides
Week 2 - Customer Service: Communication Skills - Part 3 - Lecture Slides
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Week 3 - Customer Analysis: Knowing your Customer
Customer Analysis: Knowing Your Customer - Lecture notes
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Week 4 - Calming Upset Customers
Customer Service: Communication Skills - Lecture slides - Part 1
Customer Service: Communication Skills - Lecture slides - Part 2
Week 5 - Telephone Customer Service
Topic 5 - Telephone Customer Service - Lecture Slides-Part 1
Topic 5 - Telephone Customer Service - Lecture Slides - Part 2
Topic 5 - Telephone Customer Service - Lecture Slides - Part 3
Week 6 - Internet Customer Skills
Topic 6 - Internet Customer Skills - Lecture Slides - Part 1
Topic 6 - Internet Customer Skills - Lecture Slides - Part 2
Week 7 - Internet Customer Skills
Topic 6 (Week 7) - Internet Customer Skills - Lecture Slides - Part 3
Topic 6 (Week 7) - Internet Customer Skills - Lecture Slides - Part 4
Week 9 - Time Management Strategies
Topic 7 - Time Management Strategies - Lecture Slides - Part 1
Topic 7 - Time Management Strategies - Lecture Slides - Part 2
Topic 7 - Time Management Strategies - Lecture Slides - Part 3
Week 10 - Stress Management Skills
Topic 8 - Stress Management Skills
Week 11 - Managing the Customer Lifecycle
Topic 9 - Managing the Customer Lifecycle: Customer Retention and Development
Week 12 -Assignment and Review Week
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IBSU-IT0409-2021-2
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2021
IBSU
School of Information Technology
IBSU Information Technology S2
IBSU-IT0409-2021-2
Summary
IBSU-IT0409-2021-2 Customer Service Management
Skill Level
:
Beginner