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IBSU-IT0409-2022-2
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IBSU-IT0409-2022-2 Customer Service Management
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Courses
2022
IBSU
School of Information Technology
IBSU Information Technology S2
IBSU-IT0409-2022-2
Enrolment options
Course Overview
Enrol Now
Last Updated On 7 June 2022
5 Students Enrolled
32 Downloadable Resources
Course Content
Start Date: 1/01/70
Category:
IBSU Information Technology S2
General
Announcements
Unit Information Guide
Staff Contact Details
Timetable
Assessments
Unit Assessments
There are 5 assessments for this unit. These are: ...
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%)
Unit Resources
Attendance
Attendance
Unit Evaluation
Lecturer Evaluation Week 6 - Customer Service Management
Lecturer Evaluation Week 11 - Customer Service Management
Unit Survey Week 8-13 - Customer Service Management
Final Exam
Week 1-Introduction to Customer Service
Week 2-Customer Service: Communication Skills
Please read the required readings before the lectu...
This week's lecture (copy)
Topic 1-Lecture slides-Part 1
Topic 1-Lecture slides-Part 2
Topic 1-Lecture slides-Part 3
Reminder (copy)
Your first quiz is due on Friday, 29th July. If yo...
Week 3-Customer Analysis: Knowing your Customer
Please read the required readings before the lectu...
This week's lecture
Topic 2-Lecture slides-Part 1
Topic 2-Lecture slides-Part 2
Topic 3-Lecture slides-Part 3
Reminder (copy) (copy)
Your first quiz is due on Friday, 29th July. If yo...
Week 4 - Calming Upset Customers
Please read the required readings before the lectu...
This week's lecture
Topic 3-Lecture slides-Part 1
Topic 3-Lecture slides-Part 2
Reminder
Your first quiz is due on Friday, 29th July. If yo...
Week 5-Telephone Customer Service
Please read the required readings before the lectu... (copy)
This week's lecture (copy)
Topic 4-Lecture slides-Part 1
Topic 4-Lecture slides-Part 2
Reminder (copy)
Your first quiz is due on Friday, 29th July. If yo...
Weeks 6 and 7-Internet Customer Skills
Please read the required readings before the lectu... (copy) (copy)
This week's lecture (copy) (copy)
Topic 5-Lecture slides-Part 1
Topic 5-Lecture slides-Part 2
Topic 5-Lecture slides-Part 3
Reminder (copy) (copy)
Your first quiz is due on Friday, 29th July. If yo...
Week 9-Time Management Strategies
Please read the required readings before the lectu... (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy)
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
Reminder (copy) (copy) (copy)
Your first quiz is due on Friday, 29th July. If yo...
Week 10-Stress Management Strategies
Please read the required readings before the lectu... (copy) (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy) (copy)
Topic 7-Lecture slides-Part 1
Topic 7-Lecture slides-Part 2
Topic 7-Lecture slides-Part 3
Reminder (copy) (copy) (copy) (copy) (copy)
Your Assignment 2 is due on Week 12. Kindly check ...
Week 11-Managing the Customer Lifecycle
Please read the required readings before the lectu... (copy) (copy) (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy) (copy) (copy)
Topic 8-Lecture notes
Reminder (copy) (copy) (copy) (copy)
Your Assignment 2 is due on Week 12. Kindly check ... (copy)
Please read the required readings before the lectu... (copy) (copy) (copy) (copy) (copy) (copy)
This week's lecture (copy) (copy) (copy) (copy) (copy) (copy)
Topic 9-Lecture notes
Reminder (copy) (copy) (copy) (copy) (copy)
Your Assignment 2 is due on Week 12. Kindly check ... (copy) (copy)
Enrolment options
IBSU-IT0409-2022-2 Customer Service Management
Skill Level
:
Beginner
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Enrol Now
Last Updated On 7 June 2022
5 Students Enrolled
32 Downloadable Resources
Course Features
Lectures
11
Quizzes
3
Start Date
1 Jan 1970
Skill level
Beginner
Language
English
Assessments
Yes
Tags
No Tags.