|
Course Name (English)
|
CUSTOMER SERVICE IN RETAILING
|
| Course Code |
RMT421 |
| Course Description |
This course emphasizes the essential customer service skills required by retail employees. Knowledge and understanding on characteristics, elements, processes, strategies, methods, and techniques related to customer service as well as the ability to communicate with customers and stakeholders effectively and confidently through verbal and graphical communication means is crucial in providing great customer service. Great customer service helps organizations to recover customer acquisition costs, retain talent, and inspire customer loyalty. |
| Transferable Skills |
Cognitive skills
Communication skills |
| Teaching Methodologies |
Lectures, Project-based Learning, Problem-based Learning |
| CLO |
| CLO1 |
Explain the characteristics, elements, processes, strategies, methods, and techniques related to customer service. |
| CLO2 |
Demonstrate practical customer service skills through strategies, methods, and techniques used in retailing scenarios. |
| CLO3 |
Display communication skills effectively and confidently through verbal and graphical communication. |
|
| Pre-Requisite Courses |
No course recommendations |
| Reading List | | Recommended Text | - Robert W. Lucas 2022, ISE Customer Service Skills for Success, 8 Ed., 13, McGraw-Hill Education United Kingdom [ISBN: 9781265037536]
|
|---|
| Reference Book Resources | - D K Hawkins 2021, Customer Service Skills for Managers, Independently Published [ISBN: 9798499943069]
- Robert P. DeGroot 2022, Legendary Customer Service: An Attitude and Skills-Based Approach, Independently published [ISBN: 97983543832]
- Camille Caloca 2021, How To Improve Customer Service, Independently Published [ISBN: 9798450398600]
|
|---|
|
|---|
| Article/Paper List | This Course does not have any article/paper resources |
|---|
| Other References | This Course does not have any other resources |
|---|
|
