Business and Management
£2360 (£1600 during the tuition waiver period)
This course is designed to help learners understand the role of customer-centred organisations. The three units are understanding customers, meeting customer need and adding value. Learners will evaluate best practice and the policies and approaches that result in excellent service and delivery within a contemporary business environment. Customer Relationship Management (CRM) is now being actively embraced by organisations within most industry sectors. Furthermore, customer expectations are changing with the result that customer relationships are becoming increasingly more complex to manage.
This course analyses how businesses have responded by looking after their customer base in new and more cost effective ways. The aim of the course is to provide learners with understanding and insight into customer behaviour. It will develop skills and learners will use tools and practices an organisation can use to retain and improve customer retention and relationships.
Introduction to the module
Defining Customer Centricity
Being a Customer Service Representative
Managing a Customer Service Team
Using Contact Center Technology to Improve CX
Working in a Customer Contact Center
Managing a Customer Contact Center
Customer Relationship Management CRM
Designing Products, Services, and Processes with Customer in Mind
Leading a Customer Centric Strategy
1. Examine the different ways that organisations deal with their customers
2. Develop skills and practices that will support customers retention
3. Explore and learn from examples of customer centered organisations and the benefits of such an approach
Citizens of the following countries are eligible for a 50% scholarship upon writing a personal statement. All scholarships are to be approved by the Academic Board. The list of countries are: Sri Lanka, Indonesia, Philippines, Bhutan, Morocco, Vietnam, Papua New Guinea, Laos, Cambodia, India, Nigeria, Ghana, Bangladesh, Laos, Myanmar, Pakistan, Nepal and South Africa. Please talk to your student counselor and ask for the Coupon Code to get the 50% Tuition Waiver.
To pass the unit a 40% overall grade must be achieved.