Course Information

Course Description

The Introduction to Customer Service course is meticulously crafted to enhance learners' knowledge, understanding, and skills in various aspects of customer service. It explores in-depth subject content, fosters independent thinking, and encourages the application of knowledge to both familiar and new situations. Students will develop critical skills such as evaluating different customer service approaches, logical thinking in problem-solving, and presenting coherent arguments. Additionally, the course emphasizes making informed judgments, recommendations, and decisions, as well as effective communication in English.

COURSE OBJECTIVES

This course aims to provide students with the opportunity to explore current trends and gain a deeper understanding of the principles and practices of customer service. It stimulates awareness of contemporary issues in customer relations, encouraging rigorous and analytical examination of these topics.

COURSE OUTLINE

The Introduction to Customer Service course covers various areas essential for understanding customer service, including:

  • Understanding Customer Service: Concepts and Importance
  • Customer Relationship Management: Theories and Strategies
  • Service Quality: Measurement and Improvement
  • Handling Customer Complaints and Feedback
  • Cultural Diversity in Customer Service
  • Emerging Trends in Customer Experience Management

 

STUDENT ACQUISITIONS

By completing this course, students will:

  • Develop knowledge and understanding of customer service terms, theories, methods, and best practices.
  • Gain an awareness of different customer service approaches and the ability to compare and contrast them.
  • Appreciate individual, cultural, and situational diversity in customer interactions.
  • Understand customer service research methods and acquire skills in planning, implementing, evaluating, and interpreting customer service initiatives.
  • Enhance communication, interpretation, analysis, and evaluation skills specific to customer service contexts.
  • Develop skills applicable for further study or employment in customer-centric industries.

 

LEARNING METHODOLOGIES

This course employs a variety of learning methodologies to facilitate student engagement and understanding, including:

  • Interactive online resources
  • Discussion forums
  • Case studies
  • Role-playing exercises
  • Research projects
  • Collaborative learning activities

 

Students will have the opportunity to critically analyze customer service concepts, engage in meaningful discussions, and apply theoretical frameworks to real-world scenarios in the realm of customer relations.