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Course Name (English)
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RETAILING AND CUSTOMER SERVICE PRACTICES
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| Course Code |
RET539 |
| Course Description |
The course presents a practical approach in understanding and implementing the principles and strategies of customer service in a retail organization in order to achieve total customer satisfaction and ultimately customer retention. The scope of emphasis include: service culture, customer service communication skills, and customer service strategies such as handling difficult customers, interacting with diverse customers and enhancing customer relationships. |
| Transferable Skills |
Demonstrate ability to analyze issues/problems from multiple angles and make suggestions. |
| Teaching Methodologies |
Lectures, Discussion, Presentation, Role Play |
| CLO |
| CLO1 |
Explain principles of customer service in retailing. |
| CLO2 |
Display practical customer service skills in a retail environment. |
| CLO3 |
Demonstrate interpersonal skills in solving retail customer service problems. |
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| Pre-Requisite Courses |
No course recommendations |
| Reading List | | Recommended Text | - Lucas, R. W. 2018, Customer Service Skills for Success, 7 Ed., 10, McGraw-Hill Education New York [ISBN: 9781260092509]
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| Reference Book Resources | - Knapp, D. 2014, A Guide to Customer Service Skills for the Service Desk Professional, 4 Ed., 9, Cengage Learning Boston, Massachusetts [ISBN: 9781285063584]
- Gibson, P. 2013, The World of Customer Service, 3 Ed., 12, Cengage Learning [ISBN: 9780840064240]
- Harris, E. K. 2014, Customer Service: A Practical Approach, 6 Ed., 12, Pearson United States [ISBN: 978013297434]
- Goodman, J. A. 2009, Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits, 1 Ed., 12, AMACOM Div American Mgmt Assn United States [ISBN: 9780814413340]
- Timm, P. R. 2013, Customer Service: Career Success through Customer Loyalty, 6 Ed., 13, Pearson Higher Ed United States [ISBN: 9780133112061]
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| Article/Paper List | This Course does not have any article/paper resources |
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| Other References | This Course does not have any other resources |
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