The learning strategy for this module requires students to commit 150 learning hours (including assessment). This will include 24 hours of class support and 126 hours of independent and self directed study. The class sessions will include formal lectures, case study analysis and group discussions based on student experiences in the subject area. Students will be encouraged to integrate their work based experiences with new knowledge and skills developed in the classroom as the module progresses.

This module examines customer service in the contact centre environment. Learners will look at real-life case studies from their company and examine how customer loyalty is developed, how call handling can be managed effectively, and how they affect and measure customer satisfaction.
- Customer service case studies (company case studies)
- Customer service within a call-centre environment
- Develop customer loyalty
- Effective call handling
- What is customer satisfaction?
- The four basic customer needs: Need to be understood, feel welcome, feel important and need for comfort.
- Customer satisfaction drivers and measures

A portfolio of the learner's work (1500 words) to include example(s) of how the business has identified its customers needs to ensure it provides customer satisfaction, including analysis of performance data, evidence of skills developed and applied to the workplace. (100%, learning outcomes 1-3)

Lucas, R.W (2004) Customer Service: Building Successful Skills for the Twenty-First Century McGraw Hill

Staffordshire University electronic resources and off-campus library facilities
Learning support material will be provided for the module including access to VLE material.
http://www.bized.ac.uk/
http://www.instituteofcustomerservice.com