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Managing the Customer Relationship (ABE L5)

STUDENTS ENROLLED

    Unit Title: Managing the Customer Relationship

    Unit Reference Number: R/601/3378

    Guided Learning Hours: 160

    Number of Credits: 18

     

    Unit objective and aim(s):

    This unit aims to give learners a comprehensive understanding of:

    • How customer service contributes to organisational objectives
    • How to improve customer service performance in an organisation
    • How to improve customer service levels in different settings
    • How to manage the customer interface
    • The role of front-line staff in customer service

     

    Learning Outcomes.

    • Understand the contribution Customer Service makes to achieving organisational objectives.
    • Know how to improve customer service performance in an organisation.
    • Know how to manage the customer interface.
    • Know how to improve customer service levels in specific contextual settings.
    • Understand the role and impact of front-line staff in the delivery of customer service.

     

    Assessment:

    • Assessment method: written examination (unless otherwise stated).
    • Written examinations are of three hours’ duration.
    • All learning outcomes will be assessed.

     

     

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