COMM07017 2016 Communications & Customer Care Management

General Details

Full Title
Communications & Customer Care Management
Transcript Title
COMMCARE
Code
COMM07017
Attendance
75 %
Subject Area
COMM - Communication
Department
BUS - Business
Level
07 - NFQ Level 7
Credit
05 - 05 Credits
Duration
Semester
Fee
Start Term
2016 - Full Academic Year 2016-17
End Term
9999 - The End of Time
Author(s)
Keith McManus, Mairead McCann
Programme Membership
SG_BADMN_B07 201600 Bachelor of Business in Business Administration L7 SG_BADMN_J07 201600 Bachelor of Business in Business Administration L7 SG_BADMN_B07 201900 Bachelor of Business in Business Administration L7
Description

This module aims to further develop the theory and practice of communication in the context of a customer-orientated environment. Through ineteractive workshops, learners will practice their interpersonal and customer care skills in preparation for placement in the workplace. 

Learning Outcomes

On completion of this module the learner will/should be able to;

1.

Demonstrate an appreciation of Customer needs, expectations and attitudes.

2.

Apply the principles of customer care management.

3.

Create and deliver persuasive presentations.

4.

Identify and apply professional interviewing skills.

Teaching and Learning Strategies

This module will be delivered through problem-based learning focusing on practical application of knowledge and skills. The module will apply a dramaturgical approach including using rolep-playing to explore customer service scenarios.

Module Assessment Strategies

 

This module will be delivered through problem-based learning focusing on practical application of knowledge and skills. The assessment strategy will reflect this focus on project based learning and will be centred on a series of practical role-plays and presentations. The students will develop a portfolio through which their understanding of the theoretical conscepts underoin the learning outcomes will be assessed.

Repeat Assessments

Students will complete a Repeat Project.

Indicative Syllabus

1. Customer Service:

  • Define good customer service and customer practice.
  • Internal and External customers
  • Customer care in the context of quality management.
  • Customer Charters
  • Consumer Legislation
  • Relationship Management

2. Customer Care:

  • Professional skills and communication
  • Telephone skills
  • Managing complaints
  • Scripting

3. Persuasive Presentations:

  • Influence and persuasion
  • Persuasion Process
  • Practical Presenations using work-based scenarios

4. Interviewing Skills:

  • Types of interviews
  • Empathy & active listening
  • Practical interview strategies 

Coursework & Assessment Breakdown

Coursework & Continuous Assessment
100 %

Coursework Assessment

Title Type Form Percent Week Learning Outcomes Assessed
1 Group Project case study and presentation Continuous Assessment Group Project 60 % Week 7 1,2,3
2 Practical Evaluation Interview role play & portfolio Continuous Assessment Performance Evaluation 40 % Week 11 3,4
             

Full Time Mode Workload


Type Location Description Hours Frequency Avg Workload
Problem Based Learning Flat Classroom problem-based learning activity 3 Weekly 3.00
Independent Learning UNKNOWN Self Study 3 Weekly 3.00
Total Full Time Average Weekly Learner Contact Time 3.00 Hours

Part Time Mode Workload


Type Location Description Hours Frequency Avg Workload
Lecture Flat Classroom Theory class 2 Weekly 2.00
Total Part Time Average Weekly Learner Contact Time 2.00 Hours

Required & Recommended Book List

Recommended Reading
2012-02-17 Customer Service in Ireland Gill & Macmillan Ltd
ISBN 071715260X ISBN-13 9780717152605

Updated edition of this popular text introducing the fundamental principles and concepts of customer service and presenting them in an Irish context. * New to this edition: * DX Ireland customer service case study * The impact of technology on customer service * The value of nurturing customer trust and loyalty. * Role play guidelines and exercises prompt students to engage in and practise the principles of customer service. * Develops the skills to deliver good customer care, meet customer needs and effectively deal with customer complaints. * Leads to an understanding of the role of customer service in organisational effectiveness. * Presents Irish consumer legislation throughout and includes the rights of the individual where relevant. * Guides the student through the preparation and implementation of a customer care plan. * Includes sample FETAC Level 5 exam papers, general exam questions and exercises. WRITTEN FOR: Any course where FETAC Level 5 Customer Service or Level 6 Customer Care is a module.

Recommended Reading
2007-01-01 The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees McGraw-Hill
ISBN 0077114760 ISBN-13 9780077114763

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude; speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and, other essentials to successfully provide great front line customer service.

Recommended Reading
2012-11-05 Brandwashed: Tricks Companies Use to Manipulate Our Minds and Persuade Us to Buy Kogan Page
ISBN 0749465042 ISBN-13 9780749465049

If you ve ever given in to your child s plea for a particular branded toy or breakfast cereal, bought a book just because it was on the best-seller list, swooned over the latest teen idol sensation, slept with your iPhone tucked cozily between you and your sleeping partner, liked something on Facebook, signed up for a loyalty card, or stashed a little bottle of anti-bacterial hand gel in your purse, then you ve been brandwashed.
Marketing visionary Martin Lindstrom knows this because he has been on the front line of the branding wars for over 20 years, and in Brandwashed he turns the spotlight on his own industry and exposes the full range of psychological tricks and traps todays marketers and advertisers use to obscure the truth, manipulate our minds and persuade us to buy

Recommended Reading
2016-02-16 The Storytelling Book: Finding the Golden Thread in Your Communications (Concise Advice Lab) Lid Publishing
ISBN 1910649082 ISBN-13 9781910649084

Business presentations could be simpler, more engaging and so much more effective, and our business lives so much more rewarding if we remember to restore the emotional power of storytelling. In an age that is Data Rich but Insight-Poor and when most people in the world of business find themselves caught up in a system of numbers and spread sheets, this book shows that the time has come to restore the lost art of storytelling; to put the "author" back in "authority"; to write less and think more. Through a simple step-by step approach, the author shows that we need to change how we communicate in our day-to-day lives, and that if we revert to our inherent role as storytellers we are more likely to be both more effective and productive, and a lot less frustrated into the bargain.

LID Publishing's popular Concise Advice Lab notebooks are designed to be quick and comprehensive brainstorming tools for busy professionals. The small trim size makes it easy to take along in a briefcase or purse. Interior pages are matte finish, so ink won't smear, and there's plenty of space to jot notes. A ribbon makes it easy to mark your place, and the elastic outer band keeps the notebook closed.

Module Resources

Non ISBN Literary Resources

Customer Service in Ireland Twomey, S. 2nd ed Gill Macmillan 2007

Posing Problems 5th ed McCann, M. Mannion, U.

URL Resources

Competition & Consumer Protection Commission  http://www.consumerhelp.ie/

The Ombundsman's Office  https://www.ombudsman.gov.ie/en/

The Financial Services Ombundsman https://www.financialombudsman.ie/

Consumers' Association of Ireland http://thecai.ie/

 

 

Other Resources

Moodle Website

Additional Information

None