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IBSU-IT0409-2021-2
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IBSU-IT0409-2021-2 Customer Service Management
Home
Courses
2021
IBSU
School of Information Technology
IBSU Information Technology S2
IBSU-IT0409-2021-2
Enrolment options
Course Overview
Enrol Now
Last Updated On 8 July 2021
5 Students Enrolled
28 Downloadable Resources
1 Assignment
Course Content
Start Date: 25/06/21
Category:
IBSU Information Technology S2
General
Announcements
Unit Information Guide
Staff Contact Details
Timetable
Assessments
Unit Assessment
There are 5 assessments in this unit. These are As...
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%
Unit Evaluation
Lecturer Evaluation Survey Week 6
Lecturer Evaluation Survey Week 11
Unit Evaluation Survey
Week 1-Introduction to Customer Service
Please read the required readings before the lectu...
Readings
Required Reading Reading 1
Supplementary ReadingReading 1
This week's lecture
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
Activities
Try this out!
Try this out!
Reminder
Your first quiz is due on the 4th Week. Coverage: ...
Week 2 - Customer Service: Communication Skills
Please read the required readings before the lectu...
Readings (copy) (copy)
Required Reading Reading 1
Supplementary ReadingReading 1
This week's lecture (copy)
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
Activities (copy)
Try this out!
Answer the following items. Write your answers in ...
Reminder (copy)
Your first quiz is due on the 4th Week. Coverage: ... (copy)
Week 3 - Customer Analysis: Knowing your Customer
Please read the required readings before the lectu...
Readings
Required Reading Reading 1
Supplementary ReadingReading 1
This week's lecture
Customer Analysis: Knowing Your Customer - Lecture notes
Activities
Try this out!
Explain why a customer analysis is a critical sec...
Reminder (copy) (copy)
Your first quiz is due on the 4th Week. Coverage: ... (copy) (copy)
Week 4 - Calming Upset Customers
Please read the required readings before the lectu...
Readings
This week's lecture
Customer Service: Communication Skills - Lecture slides - Part 1
Customer Service: Communication Skills - Lecture slides - Part 2
Activities
Reminder
Your first quiz is due on the 4th Week. Coverage: ... (copy) (copy) (copy)
Week 5 - Telephone Customer Service
Please read the required readings before the lectu... (copy)
Readings (copy) (copy)
This week's lecture (copy) (copy) (copy)
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
Activities (copy) (copy) (copy)
Reminder
Your first assignment is due on Week 6.
Week 6 - Internet Customer Skills
Please read the required readings before the lectu... (copy) (copy)
Readings (copy)
This week's lecture (copy) (copy) (copy)
Topic 6 - Internet Customer Skills - Lecture Slides - Part 1
Topic 6 - Internet Customer Skills - Lecture Slides - Part 2
Activities (copy) (copy)
Reminder (copy)
Your first assignment is due on Week 6. (copy)
Week 7 - Internet Customer Skills
Please read the required readings before the lectu... (copy) (copy) (copy)
Readings (copy) (copy) (copy)
This week's lecture (copy) (copy)
Topic 6 (Week 7) - Internet Customer Skills - Lecture Slides - Part 3
Topic 6 (Week 7) - Internet Customer Skills - Lecture Slides - Part 4
Activities (copy) (copy) (copy)
Reminder (copy) (copy)
Your second assignment is due on Week 12.
Week 8 - Study Break
Week 9 - Time Management Strategies
Please read the required readings before the lectu... (copy) (copy) (copy) (copy)
Readings (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy)
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
Activities (copy) (copy) (copy) (copy) (copy)
Reminder (copy) (copy) (copy) (copy)
Your second assignment is due on Week 12. (copy)
Week 10 - Stress Management Skills
Please read the required readings before the lectu... (copy) (copy) (copy) (copy) (copy)
Readings (copy) (copy) (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy) (copy) (copy)
Topic 8 - Stress Management Skills
Activities (copy) (copy) (copy) (copy) (copy) (copy) (copy)
Reminder (copy) (copy) (copy) (copy) (copy)
Your second assignment is due on Week 12. (copy) (copy)
Week 11 - Managing the Customer Lifecycle
Please read the required readings before the lectu... (copy) (copy) (copy) (copy) (copy) (copy)
Readings (copy) (copy) (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy) (copy) (copy)
Topic 9 - Managing the Customer Lifecycle: Customer Retention and Development
Activities (copy) (copy) (copy) (copy) (copy) (copy)
Reminder (copy) (copy) (copy) (copy) (copy) (copy)
Your second assignment is due on Week 12. (copy) (copy) (copy)
Week 12 -Assignment and Review Week
Reminder (copy) (copy) (copy) (copy) (copy) (copy) (copy)
Final Examination will be on 30 September. Kindly ...
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IBSU-IT0409-2021-2 Customer Service Management
Skill Level
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Beginner
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Last Updated On 8 July 2021
5 Students Enrolled
28 Downloadable Resources
1 Assignment
Course Features
Lectures
14
Quizzes
2
Start Date
25 Jun 2021
Skill level
Beginner
Language
English
Assessments
Yes
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