Module Details

Module Code: PRAC C1707
Module Title: Customer Service in Practice
Title: Customer Service in Practice
Module Level:: 6
Credits:: 5
Module Coordinator: Janette Davies
Module Author:: Edel Glowatz
Domains:  
Module Description: The module is designed to develop appropriate knowledge, skills and attitude in the learner to implement good customer service policies and practices in any type of organisation.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Recognise the role that customer service plays in gaining competitive advantage and achieving organisational success.
LO2 Demonstrate and implement best practice in customer service both personally and through technology and apply policies and procedures in an organisational setting.
LO3 Explain contemporary issues such as equality and the empowerment of consumers with an awareness of relevant legislation and supporting organisations.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is recommended before enrolment in this module.
No recommendations listed
Co-requisite Modules
No Co-requisite modules listed
Additional Requisite Information
No Co Requisites listed
 
Indicative Content
Introduction to Customer Service
• Why Customer service is important • The customer at the heart of the business. • What is good customer practice • Internal and External customers • Characteristics of effective customer contact staff • Handling complaints and challenging customers.
Quality in Service
• What is quality? • How is it measured? • TQM • CRM • Customer loyalty • Standards of Excellence • Codes of practice
Best Practice in Customer Service
• Multiple case examples across diverse industries in B2B and B2C contexts, nationally and internationally.
Customer Service Through Technology
• Telephone service • E service • Social media and other platforms • Exploring emerging platforms to add value in service delivery.
Dealing with Difference
• What is discrimination and how to avoid it in customer service. • Equality legislation and supporting organisations e.g. IHREC, WRC
Consumer Empowerment
• Consumer legislation • Organisations which support consumers e.g. CCPC, Ombudsman, Small Claims Court and Data Protection Commission.
Module Content & Assessment
Assessment Breakdown%
Continuous Assessment100.00%

Assessments

Full Time

Continuous Assessment
Assessment Type Essay % of Total Mark 60
Timing n/a Learning Outcomes 1,3
Non-marked No
Assessment Description
Individual
Assessment Type Project % of Total Mark 40
Timing n/a Learning Outcomes 1,2
Non-marked No
Assessment Description
Group
No Project
No Practical
No End of Module Formal Examination
Reassessment Requirement
Exam Board
It is at the discretion of the Examination Board as to what the qualifying criteria are.

SETU Carlow Campus reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Category Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Customer Service 12 Weeks per Stage 3.00 36
Independent Learning Time Non Contact Customer Service 15 Weeks per Stage 5.93 89
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Category Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Customer Service 12 Weeks per Stage 1.50 18
Independent Learning Non Contact Customer Service 15 Weeks per Stage 2.97 44.5
Total Weekly Contact Hours 1.50
 
Module Resources
Supplementary Book Resources
  • Hyken, S.. (2020), The Cult of the Customer, John Wiley & Sons, [ISBN: 9781640951532].
  • Quinn, F.. (2012), Crowning the Customer, The O'Brien Press, p.160, [ISBN: 9781847174505].
  • Twomey, S.. (2012), Customer Service in Ireland, 3rd. Gill Education, p.304, [ISBN: 9780717152605].
  • Carlzon, J.. (1987), Moments of Truth, Ballinger Publishing Co., New York.
Supplementary Article/Paper Resources
Other Resources
Discussion Note: Module changed during ADF process in March 2021