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Main
UQU Programs
Business Administration

Customer Service

MA3106
3 hours English

Customer Service

Customer Service
MA1101 Principles of Marketing
3 hours No requisites
1 What is Customer Service?
2 The Challenges of Customer Service
3 Problem Solving
4 Strategy for Formulating a Plan for Success
5 EMPOWERMENT
6 Communications in Customer Service
7 Coping with Challenging Customers
8 Motivation
9 Leadership in Customer Service
10 Customer Retention and Measurement of Satisfaction
11 Technology and Customer Service
12 Excellent in Customer Service
1.1 Mapped to: K1

Illustrate different solutions to marketing challenges accrose customer service providers.

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
1.2 Mapped to: K2

Understand and appreciate the complexities of customer service and its relevance to marketing practice

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
1.3 Mapped to: K3

clarify key customer service terminology, concepts and theories

Teaching Strategy Lectures, Illustrative Examples
Assessment Methods Exams Assignment
2.1 Mapped to: S1

Apply how customer service can affect purchasing decision

Teaching Strategy Group discussions, Role play
Assessment Methods Exams individual and group assignments
2.2 Mapped to: S2

Utilize critical thinking techniques to analyze and evaluate customer service using key concepts learned during the course

Teaching Strategy Lectures, Problem solving Brainstorming
Assessment Methods individual and group assignments, final group project
2.3 Mapped to: S3

Discuss the best marketing tool that can affect the customer service

Teaching Strategy Lectures, case studies Active Learning
Assessment Methods Exams , Assignments, final group project
3.1 Mapped to: V1

practise with group member how to solve problem in customer service by considering societal affect in decision making

3.2 Mapped to: V2

Participate to work effectively in group assignments and projects create an effective ways to inhance customer service

Teaching Strategy Group discussions, group assignments, final group projects
Assessment Methods group assignments, final group projects
3.2 Mapped to: V3

Acceptance of constructive feedbackamong group member

Teaching Strategy Encourage sharing different opinions in class discussions, group assignments, final group projects
Assessment Methods Group discussions, peer evaluation
Assessment
Weight
Attendance and participation
10%
Assignments/Homework
10%
Group Project
10%
Midterm
30%
Final
40%
Total
100%