This module examines the measurement and improvement of performance in the contact centre, the management of high-performing teams and the management and effective use of complaints.

- Customer service measurement/benchmarking
- Managing high performing teams
- Analysing statistics to understand and influence performance
- Managing complex customer relationships (corporate customer relationships, high value customers, the internal customer)
- Complaints management and processes
- Customer service improvement planning

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.

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.instituteofcustomerservice.com

Heizer J. & Render, B. (2008), Operations Management, 9th Edition., Prentice Hall,
Johnson, R. & Clark, P. (2005), Service Operations Management, 2nd Edition., FT Prentice Hall

A written work-based assignment of 2000 words examining statistics, strategies and processes within the student's workplace. (100%, Learning outcomes 1-3)