RAILWAY CUSTOMER SERVICE

SHE Level 2
SCQF Credit Points 10.00
ECTS Credit Points 5.00
Module Code M2N223763
Module Leader Toby Rackliff
School School for Work Based Education
Subject SCWBE
Trimesters
  • A (September start)
  • A (September start)-B (January start)
  • B (January start)
  • C (May start)
  • B (January start)-C (May start)
  • C (May start)-A (September start)

Summary of Content

The module has been designed to support those employed in railway operations or seeking a career in railway operations, to function effectively in the railway operations context, and to provide them with the necessary knowledge and understanding of the elements shown in the syllabus. The aim of the module is to enable students to gain a broad understanding of the numerous and diverse activities that combine to deliver the optimum level of customer service to the railway customer. The module seeks to demonstrate that an understanding of customer service is essential for everyone involved in the railways, and is key to business success. This module also aims to introduce students to the methods used by commercial organisations to allow them to formulate models of best practice of customer service.

Syllabus

The following key areas will be considered: -487b7 aspects of customer service - key areas of rail customer services, journey purpose, internal customer/supplier relationships b7 supplier relationships b7 customer types and needs b7 approaches to customer services - giving good/excellent customer service, measuring customer service standards, customer complaints b7 auditing (including a project) b7 company's policy b7 company's measurement criteria

Learning Outcomes

On completion of this module you should be able to:1. Demonstrate a knowledge and understanding of the components of customer service in both a B2B and B2C context within the rail industry 2. Critically evaluate the components of customer service in both a B2B and B2C context within the rail industry3. Apply knowledge, skills and understanding of the strategies and methods developed and used by companies in the rail industry to deliver levels of customer service in line with their business requirements.

Teaching / Learning Strategy

This module is designed to be relevant to the student's workplace. The module teaching materials will be made available through GCULearn. This can also be used to facilitate on-line discussions with students. Support will be offered through webinars, e-mail on-line discussion and telephone. A tutorial event at the start of the module will bring students together from the programme. This also provides the opportunity to meet their tutors. Formative assessment will be used not only to encourage knowledge of the subject, but also to help develop transferable skills. Summative assessments will provide evidence of the learning achieved throughout the module. Summative assessments are compulsory. A mark of 35% must be achieved for each summative assessment and an overall mark of 40% must be achieved in the module.

Indicative Reading

Books & e-books Craven, R. (2005).. Customer is King: How to exceed their expectations, 2 nd edition, London: Virgin Books Muther, A (2002) Customer Relationship Management, Springer Heidelberg, Berthin Nash, S. and Nash, D. (2005) Deliver Outstanding Customer Service, Second Edition. Oxford: How To Books

Transferrable Skills

-360b7 Written communication skills b7 Personal and interpersonal skills b7 Information gathering skills b7 Problem solving b7 Critical thinking and reflection b7 Assessment and evaluation skills b7 Negotiation, time management and forward planning skills.

Module Structure

Activity Total Hours
Assessment (PT) 20.00
Independent Learning (PT) 80.00

Assessment Methods

Component Duration Weighting Threshold Description
Course Work 01 n/a 100.00 40% 100% CourseworkSummative assessments are compulsory. A mark of 35% must be achieved for each summative assessment and an overall mark of 40% must be achieved in the module..