The UWI Open Campus website has been updated. Learn more
Close Menu

Introduction To Customer Service

COURSE OVERVIEW

Organizations can no longer differentiate themselves based on product and price.  In today’s highly competitive global environment, the key to business success is enriching the customer experience.

This programme is based on several principles and concepts and is designed to help identify customer needs and master the art of delivering superior service.

COURSE OBJECTIVES

Upon successful completion of this course, participants will be able to:

  1. Apply behavioural standards to enrich the customer experience;
  2. Manage irate customers;
  3. Contribute meaningfully to the enhancement of customer service in any organization.

METHODOLOGY:

This course will be delivered using a combination of teaching techniques.  These include lectures, open discussions, role play, case studies, individual and group exercises/presentations, audio and visual presentations and training games.

EVALUATION & ASSESSMENT:

The course will be assessed as follows:

Student Activity

Percentage of Final Mark

Participation

5

Individual written assignment

15

In class test

10

Group oral presentation

20

Final examination

50

TOTAL

100%

 

PLEASE NOTE:    

There will be a penalty for late submission of assignments. Two marks will be deducted for each day the project is late.  Additionally projects will not be accepted five (5) days from the due date.

Regular class attendance and punctuality are essential.  You are required to attend at least seventy-five (75%) of the scheduled classes.

 

COURSE WORK

Individual Written Assignment

Each participant is required to submit a written research paper on a chosen topic that is related to Customer Service. The paper must embody the theoretical aspect of the chosen topic and must include examples that will expound on the theory.

The specified word limit is 750 – 1,000 words and the assignment must be type written.  The marking scheme will be as follows:

·         Theory                            40 marks

·         Use of examples              40 marks

·         Language skills               20 marks

 

Group Oral Presentation

Participants will be divided into groups and each group will be required to make a presentation on any topic relevant to the course.  Studentsmust advise the facilitator of your group’s choice of topic by the fifth session.

 

CLASS SCHEDULE

SESSION NO.

Teacher/Student Activities

1

Customer Loyalty

What is customer loyalty?

Barriers to service excellence

International benchmarking

Customer drive service

2

Behavioural Standards for Enriching the Customer Experience

Professionalism

Listening skills

Body language

Telephone etiquette

3

Hands-on Training

Class exercises

Video presentation

Customer service games

4

Determining Customer Requirements

Formal and informal customer insight research

Basic principles of research

5

Managing Irate Customers

Why customers complain

Using emotional intelligence to calm irate clients

6

Hands-on Training

Class exercises

Role play

7

Customer Driven Management

Creating customer driven strategies

Becoming a customer champion

Customer service opportunities

8

In Class Test

9

Employee Relations = Customer Relations

Customer – Employee relationship

The right way to manage employees

Enriching the employee experience to create a spirit of service

10

Hands-on Training

Class exercises

Course review

11

Group Oral Presentations

12

Final Examinations

 

 

Method of Assessment

Assessment willbe based on all the topics coveredin the programme.  The final mark will be based on participation, an individual written assignment, exams and a group oral presentation


Duration  
                   40 hours

Fees

Fees are payable at CIBC First Caribbean International Bank A/c #1873632

Venue:    The UWI Open Campus, Morne Fortune, Castries