Course Code : BBA 250/CIE 120

Course Name : Customer Service

School : School of Business, Economic and Management
Semester : Semester 2 – 2021
Level : Undergraduate
Location : Pioneer Campus
Contact Times : Up to 4 hours per week

HEAD OF DEPARTMENT (HOD) COURSE COORDINATOR COURSE LECTURER

Name: Mr. Victor Mulusa Name: Name: Mrs. Abby Mumba

Mobile: +260 950 786 329 Mobile: Mobile: +260 979 214 577
Email: [email protected] Email: Email:
[email protected]
COURSE DESCRIPTION

Customer service provision often makes the difference between success and failure. Solid
customer care takes precedence over both product quality and value for money in the eyes of
most contemporary consumers. Just as a reputation for real customer excellence can drive a
business to success, poor customer service provision will almost always seal a brand’s fate.
Repairing reputational damage can be a difficult and costly process – precisely why business
owners place so much emphasis on customer care consistency. For those with the relevant
backgrounds and qualifications, employment prospects in customer service capacities are
limitless.

Rationale

Companies at all levels are constantly on the lookout for those with advanced-level customer
service skills to not only improve overall service standards, but to oversee and manage brand
image on a much larger scale. Whether it’s advancing an existing career in a customer service
capacity or joining an established business at a comparatively high level, successful candidates
will benefit from an extraordinary array of potential employment opportunities.

Course aim

This course is specifically designed to develop the students’ skills and behaviour to offer
exceptional customer service. It also empowers students to provide effective solutions to
customers facing problems, when they arise.

Objectives

1. Students will adopt a consistent, professional communication style when speaking with
customers.

2. Students will develop skills in engaging with customers and handling their enquiries
effectively.

3. Students will identify ways to add value to customer relationships and exceed
expectations.
 4. Students will be imparted with knowledge of how to turn customer service disappointment
into a positive experience.

Learning outcomes

At the successful completion of this course, students will be able to:

1. Understand the significance of customer touchpoints

2. Understand customer diversity

3. Explore the principles of great service

4. Apply critical communication skills

5. Learn lessons from most difficult customer

6. Know how to defuse situations with customers and to handle tough scenarios

7. Know how to contribute to and create a customer service culture

COURSE CONTENT

I. Introduction to Customer Service

  What Is Customer Service?

 Developing a Customer-Centric Mind set

 Who Are Your Customers?

 Internal Customers

 External Customers

 When & Where Does Customer Service Take Place?

 The Need for Customer Service

 Rewards Penalties

 What Does Customer Service Mean To You?

 Unpleasant Experiences

 Satisfying Experiences

 Developing a Customer Friendly Attitude

 Evaluation

 Excitement is Contagious

II. Customer Service Communication Skills

 Developing Effective Communication Skills

 Presenting a Professional Image

 Non-verbal Communication Skills

 Body Language

 Key Body Language Aspects

 Physical Distance

 Verbal Communication Skills

  Choice of Words

 Tone of Voice

III.Customer Analysis: Knowing your Customer

 Knowing Your Customer

 Customer Expectations

 Assertive Working Style - Results-Oriented

 Analytical – Details-Oriented

 Amiable – People-Oriented

 Dominant Behavioral Style

 Determining Your Level of Service

VI. Calming Upset Customers

 What Makes Customers Upset?
 Avoiding Upsets
 What Can You Do To Avoid Upsets?
 Five Key Steps to Calming Upset customers
 Accurately identify the problem.
 Confirm The Customer’s Value
 Synchronize & Summarize
 Conclude By Affirming The Customer’s Value Again
 What to Do When You Are Upset?

V. Telephone Customer Service

 Mastering the Telephone
 Answering the Telephone
 A Professional Greeting
  Active Listening
 Putting Callers on Hold
 Recommendations
 Transferring a Call
 Taking a Message
 Voice Mail
 Closing the Call

VI. Internet Customer Skills

 The Internet Customer

 E-Mail
 E-mail Communication Guidelines
 Online Chat Internet Customer Skills
 Scripted Responses
 Placing a Chat on Hold
 Closing a Chat session
 Websites
 Auto responders
 Customer Online Support

VII. Time Management Strategies

 Time Management
 Taking Control of Your Time
 Time Analysis: Task Identification
 Task Analysis
 Personal Suitability
 Efficiency
 Task Prioritization
  Relative Importance
 Time-frame
 Time Wasters

VIII. Stress Management Strategies

 What is Stress?
 What Causes Stress to customers?
 Stress Symptoms
 What Can Be Done To Manage Or Even Eliminate Stress?
 Do Something That You Love
 Don’t Feel Responsible To Solve Every Situation
 Have a Hobby
 Rest, Take That Vacation
 Be Organized
 We All Make Mistakes

Mode of delivery

BBA 250/CIE 120 will be delivered through combination of lectures, seminar presentations and
discussions.

Assessment and Grading

The Course will be assessed through coursework and final examinations. The coursework will
carry 30 percent, while final University examination will carry 70 percent. The coursework marks
(Continuous Assessment (CA)) will be distributed as follows:

Assignment : 10 marks, Test: 20 marks, Total 30 marks

Final Examination : 70 marks
Final Total : 100%
 Grading Scheme:
Marks Grades Points Classification
86% - 100% A+ 5 Distinction
76% - 85% A 4 Distinction
66% - 75% B+ 3 Meritorious
61% - 65% B 2 Satisfactory
56% - 60% C+ 1 Clear Pass
50% - 55% C 0 Pass
0% - 49% D 0 Fail

Required Readings

Harris, K. (6th Edition). Customer service: a practical approach. .

Barlow L & Stewart P, (2004). Branded Customer service. Library of Congress Cataloging

Cook, S. (2004). Measuring customer service effectiveness. Printed in Great Britain by MPG
Books Ltd.