Summary of IBSU-IT0409-2022-2 Customer Service Management

Digital Learning Services and Classroom Technology

Phone: (+675) 74114100

Email: digital.learning@ibs.ac.pg

IBSU Mt. Eriama Campus

Portion 1553,
Sogeri Road, 11 Mile, NCD, 111,
Papua New Guinea

Phone: (+675) 74114100

Email: ask@ibs.ac.pg

IBS Saraga Campus

Section 57, Lot 10
Magila Street, 6 Mile, NCD, 111,
Papua New Guinea

Email: ask@ibs.ac.pg

General

Announcements

Unit Information Guide

Staff Contact Details

Timetable

Assessments

Assessment 1 - Quiz 1 (5%)

Assessment 2 - Tasks and Rubrics

PDF file for Assignment 1

Assessment 2 (10%)

Assessment 4 - Tasks and Rubrics

CRM Case Study

Assessment 4 (30%)

Assessment 3-Quiz 2 (5%)

Lecturer Evaluation Week 6 - Customer Service Management

Lecturer Evaluation Week 11 - Customer Service Management

Unit Survey Week 8-13 - Customer Service Management

Final Exam

Study Materials

Week 1-Introduction to Customer Service

Topic 1-Lecture slides-Part 1

Topic 1-Lecture slides-Part 2

Topic 1-Lecture slides-Part 3

Week 2-Customer Service: Communication Skills

Topic 2-Lecture slides-Part 1

Topic 2-Lecture slides-Part 2

Topic 3-Lecture slides-Part 3

Week 3-Customer Analysis: Knowing your Customer

Topic 3-Lecture slides-Part 1

Topic 3-Lecture slides-Part 2

Week 4 - Calming Upset Customers

Topic 4-Lecture slides-Part 1

Topic 4-Lecture slides-Part 2

Week 5-Telephone Customer Service

Topic 5-Lecture slides-Part 1

Topic 5-Lecture slides-Part 2

Topic 5-Lecture slides-Part 3

Weeks 6 and 7-Internet Customer Skills

Topic 6-Lecture notes-Part 1

Topic 6-Lecture notes-Part 2

Topic 6-Lecture slides-Part 1

Topic 6-Lecture slides-Part 2

Topic 6-Lecture slides-Part 3

Topic 6-Lecture slides-Part 4

Week 9-Time Management Strategies

Topic 7-Lecture slides-Part 1

Topic 7-Lecture slides-Part 2

Topic 7-Lecture slides-Part 3

Week 10-Stress Management Strategies

Topic 8-Lecture notes

Week 11-Managing the Customer Lifecycle

Topic 9-Lecture notes

IBSU-IT0409-2022-2 Customer Service Management