PDF T T4 104 2022 Course Specification - uqu.edu.sa

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T4 2022

Course Title:

Customer Service

Course Code:

Enter Course Code.

Program: Marketing

Department:

Marketing

College:

Business

Institution:

Umm Al-Qura University

Version:

2

Last Revision Date:

2/2/2023

Course Specification

T-104

2022

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2

Table of Contents:

Content Page

A. General Information about the course 3

1. Teaching mode (

mark all that apply)

2. Contact Hours

(based on the academic semester)

3 B. Course Learning Outcomes (CLOs), Teaching Strategies and

Assessment Methods 5

C. Course Content 6

D. Student Assessment Activities 8

E. Learning Resources and Facilities 9

1. References and Learning Resources 9

2. Required Facilities and Equipment 9

F. Assessment of Course Qualit 9

F. Assessment of Course Quality

Assessment Areas/Issues Assessor Assessment Methods

Effectiveness of teaching

Chair, Students, External Stakeholders

Department and quality committee

Open discussions with the students

Anonymous surveys

Effectiveness of students assessment

Checking marking by the students themselves if it’s possible

Using the help of other members in reviewing the assignments/exams

9

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3

Quality of learning resources

Review of course portfolios

Instructor assessment by students

The extent to which CLOs have been achieved

Course specifications are periodically reviewed at the departmental level.

Courses are updated periodically and compared to the benchmark standards.

Other

Assessor (Students, Faculty, Program Leaders, Peer Reviewer, Others (specify) Assessment Methods (Direct, Indirect)

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4

A. General information about the course:

Course Identification

1. Credit hours:

3

2. Course type

a.

University

☐

College

☐

Department

☒

Track

☐

Others

☐ b. Required ☒ Elective☐

3. Level/year at which this course is offered:

Level 8

4. Course general Description

5. Pre-requirements for this course (if any):

E-Marketing, Marketing data

6. Co- requirements for this course (if any):

7. Course Main Objective(s)

1. Teaching mode (

mark all that apply)

No Mode of Instruction Contact Hours Percentage

1. Traditional classroom 24 100%

2. E-learning 3.

Hybrid

 Traditional classroom

 E-learning 4. Distance learning

2. Contact Hours

(based on the academic semester)

No

^Activity Contact Hours

1. Lectures 24

2. Laboratory/Studio 3. Field

4. Tutorial 6

5. Others (specify)

Total

30

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5

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6

B. Course Learning Outcomes (CLOs), Teaching Strategies and Assessment Methods

Code Course Learning Outcomes

Code of CLOs aligned

with program

Teaching Strategies Assessment Methods

1.0 Knowledge and understanding

1.1

An understanding of how CS affects business

K1

Lecture, Discussion

Continuous assessment (short quizzes).

1.2

Understanding about customer expectation

K2

Lecture, Discussion

1.3

2.0 Skills

2.1 Think critically

S1

Lecture, Discussion

2.2 Problem Solving Skills in Dealing With Customer

S2

Lecture, Discussion

2.3 Creating System for Customer

S3

Lecture, Discussion

2.4

Extract relevant insights from excess information

S4

Lecture, Discussion

3.0 Values, autonomy, and responsibility

3.1

Ethics in serving customers ^V1 Divide students in groups

and change the leadership of groups each period

Assess each group

achievements

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7

Code Course Learning Outcomes

Code of CLOs aligned

with program

Teaching Strategies Assessment Methods

3.2 Work in a team

V2 Divide students in groups

and change the leadership of groups each period

Assess each group

achievements

...

C. Course Content

No List of Topics Contact Hours

1.

Understanding the True Role of Customer Service in Your Busines

How CS affects a Business Making the Business Case for Improvements in Service

Clarifying Key Concepts A Model for Maximizing Customer Satisfaction and Loyalty

3

2.

Understanding Customer Expectations and Setting Goals Strategically

Unexpected Reasons for Unmet Customer Expectations Trends in Customer Expectations About Service

Setting Service Goals Strategically

3

3.

Dealing With Customers Problem and Addressing Their Causes

Tactical versus Strategic Problem Solving Five Steps to Tactical Problem Solving

Six Tasks Connecting the Tactical Response to the Strategic Feedback Loop

Unconventional Management Wisdom

3

4.

Making the Financial Case for Customer Service Investments

The Case for Great CS How CFOs Think

3

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8

Questions to Guide Modelling Customer Experience The Market Damage Model

The Word on Word of Mouth Identifying Customers Point of Pain

5.

Developing Actionable Voice of the Customer Process

The Objectives of VOC Three Sources of VOC

The Attributes of An Effective VOC

The Major Challenges of Using Customer Contact data in VOC

3

6.

Using the Eight Point TARP Framework for Delivering Service Framing the works, tactical function and strategic service functions Why Use Service Delivery Framework?

The Flowchart of the Framework Implementing the Framework

3

7.

Creating System That Customer Will Use and Enjoy Customer Love-Hate Technology

Getting the Customer Interface Technology Right Nine Technological Applications to Consider

3

8.

Four Factors for Creating Sustained Success Frontline Hiring the Right People

Providing the Right Tools Offering the Right Training Supplying the Right Motivation

3

9.

Boosting Revenue By Creating Delights What is Delight?

The Economics of Creating Delights Five Ways of Creating Delights Discover Your Specific Delighters Cross Selling and Up Selling

3

10.

Building the Service Strategy into Every Function CS as the Guardian of Brand Equity

Customer Expectation and Experiences

The Nine Building Blocks of Brand-Aligned Service

3

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9

Brand Aligning Strategic CS

Total 30

D. Students Assessment Activities

No Assessment Activities *

Assessment timing (in week no)

Percentage of Total Assessment Score

1. Mid-term Exam 7^th ²⁰

2. Assignments/ Presentation (using tools for CM- social media)

8^th & 11th 30

3. Attendance and participation 10

... Final Exam 15^th 40

*Assessment Activities (i.e., Written test, oral test, oral presentation, group project, essay, etc.)

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10 E. Learning Resources and Facilities 1. References and Learning Resources

Essential References

Kotler, P., Kartajaya, H. and Setwan, I. (2010). Marketing 3.0: From Products to Customers to the Human Spirit. John Wiley & Sons, New Jersey. ISBN 978-0-0470-59882-5.

Supportive References Electronic Materials Other Learning Materials

2. Required Facilities and equipment

Items Resources

facilities

(Classrooms, laboratories, exhibition rooms, simulation rooms, etc.)

Standard classroom with capacity of 50 seats

Technology equipment

(projector, smart board, software) Computer, Data show, Internet access Other equipment

(depending on the nature of the specialty)

Open-discussions with the students Anonymous survey

F. Assessment of Course Quality

Assessment Areas/Issues Assessor Assessment Methods

Effectiveness of teaching

Open discussions with the students

Anonymous surveys

Effectiveness of students assessment

Checking marking by the students themselves if it’s possible

Using the help of other members in reviewing the assignments/exams

Quality of learning resources

Review of course portfolios

Instructor assessment by students

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11

Assessment Areas/Issues Assessor Assessment Methods

The extent to which CLOs have been achieved

Course specifications are periodically reviewed at the departmental level.

Courses are updated periodically and compared to the benchmark standards.

Other

Assessor (Students, Faculty, Program Leaders, Peer Reviewer, Others (specify) Assessment Methods (Direct, Indirect)

Assessment Methods (Direct, Indirect)

G. Specification Approval Data

COUNCIL

/COMMITTEE

MARKETING DEPARTMENT

REFERENCE NO.

DATE

28/01/2023