BS3S21 - Excellence in Customer Service 04 Jan 2021 - 31 Dec 2026 | Version 1
Associated Module Information
| Module Code: | BS3S21 | ||
|---|---|---|---|
| Module Title: | Excellence in Customer Service | ||
| Faculty: | Faculty of Business and Creative Industries | ||
| Faculty Group: | Business Management | ||
| Faculty Sub Group: | Business Management | ||
| Module Leader: | Mary Hedderman | ||
| Module Team: | Winkate Bendig, Lauren Thomas, Denise Sparrow, Maryah Tafri-Browne, Francesca Carpanini, Claire Reed, | ||
| First Intended Intake: | FEB 2021 | Final Year of Intake: | 2026 |
| Date Closed: | |||
| Credit Value: | 20 | Credit Level: | 6 |
| Language: | English | ||
| Percentage of Module Taught in Welsh: | 0 | ||
| Equivalent Module: | |||
| HECOS codes: | 100075 - marketing | ||
| HECOS Code Weighting: | 100 | ||
Document Version Information
| Version | 1 |
|---|---|
| Valid From | 04 Jan 2021 |
| Valid To | 31 Dec 2026 |
Module Aims
• To critically evaluate the strategic importance of customer service excellence as a key differentiator to any business.
• To develop the ability to research, utilise and critique specific tools and models to aid analysis of customer service requirements.
• To research and consider contemporary issues affecting customers, intermediaries, employees and shareholders (and any other stakeholders), directly related to developing the customer focused culture of any organisation.
• To appreciate the implementation issues in adopting this customer – centric philosophy.
Content Summary
Increasing globalisation and technological innovation present a particular challenge for organisations in endeavouring to establish a competitive advantage. Evidence points to customer service as a key differentiator, enabling organisations to develop unique positions within an increasing competitive global market place.
Course content will include:-
• Explaining customer service excellence as a concept – setting the scene.
• The challenges and opportunities of technology and globalisation for contemporary organisations.
• Managing customer expectations.
• Branding the customer experience.
• Integrated marketing communications and its role in managing customer service excellence.
• Customer service excellence in different contexts; business to consumer, business to business and not for profit.
• Customer service excellence and different target audiences; gender, age, culture and income.
• Relationship Marketing.
• Internal marketing – ‘serving the servers’, the impact of internal marketing on delivering excellent customer service.
Learning and Teaching Methods
| Activity Type | Hours |
|---|---|
| Lecture | 10 |
| Tutorial | 30 |
| Independent Study | 110 |
| Directed Study | 40 |
| Formative Assessment - Independent | 2 |
| Groupwork | 8 |
| Total Hours Selected | 200 |
Learning Outcomes
| # | Learning Outcome |
|---|---|
| LO1 | To critically evaluate the strategic importance of customer service excellence in all business contexts and the issues affecting customers, intermediaries, employees and shareholders. |
| LO2 | To research and analyse a variety of customer service excellence theories and models and be able to apply this knowledge to complex online and offline organisational contexts. |
Module Requisites
N/A
Assessment Criteria
| Assessment Category | Assessment Type | Description | Duration | Word Count | Weight (%) | Best of? | Pass Mark |
|---|---|---|---|---|---|---|---|
| Oral Assessment (CW) | Presentation (CW) 1 | Live case study with poster presentation | 0 | N/A | 50 | No | 40 |
| Written Assignment (CW) | Essay (CW) 1 | Individual written assignment | 0 | 3000 | 50 | No | 40 |
Assessment Matrix
| Assessment Type | Learning Outcomes | ||
|---|---|---|---|
| LO1 | LO2 | ||
| Presentation (CW) 1 | ✔ | ✔ | |
| Essay (CW) 1 | ✔ | ✔ | |