CUSTOMER SERVICE (LC)

SHE Level 2
SCQF Credit Points 10.00
ECTS Credit Points 5.00
Module Code M2N222046
Module Leader n/a
School School for Work Based Education
Subject SCWBE
Trimesters
  • A (September start)
  • B (January start)
  • C (May start)

Pre-Requisite Knowledge

The learner must be employed in a full-time, part-time or voluntary capacity. This module is intended for students undertaking the BSc Railway Operations Management programme.

Summary of Content

The aim of this 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 module will cover the following syllabus: - Aspects of customer service - Supplier relationships - Customer types and needs - Auditing (including an audit project) - Company's policy - Company's measurement criteria

Learning Outcomes

On successful completion of the module the student should be able to:1. Critically evaluate the product offered and the journey experience2. Design and evaluate strategies for improving customer service in the rail industry context3. Appraise the strategies adopted by the rail companies to deal with consumer problems4. Compare and contrast different approaches to customer service adopted by passenger and freight companies.

Teaching / Learning Strategy

It is intended that this module is delivered through GCU Learn, GCU's on-line learning environment. Students will be expected to participate in a range of e-learning activities including individual and group work, and where appropriate self and peer assessment. Formative assessment will be used to encourage learning and interpersonal skills and the summative assessments will provide evidence of the development achieved throughout the module. A tutorial event at the start of the module will bring students together fromt he programme. This also provides the opportunity to meet their tutors. Further support will be offered via GCU Learn, for example on-line discussion and announcements, by e-mail and telephone. 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

Essential Reading Craven, R. (2002) Customer is King: How to Exceed Their Expectations , Virgin Books Freemantle, D. (1994) Incredible Customer Service McGraw-Hill Publishing Muther, A. (2001) Customer Relationship Management , Springer-Verlag Berlin Nash, S. & Nash D. (2002) Delivering Outstanding Customer Service , How to Books Naumann, E. (1995) Creating Customer Value , Thomson Executive Press SABOA (2003) Black Economic Empowerment survey in the South African bus industry , Industry Report, April 2003. [available from <http://www.thredbo-conference-series.org/downloads/thredbo8_papers/thredbo8-workshopE-Naude.pdf> ] SABOA (2003) Proposed BEE Charter for the bus and intercity coach and charter industry , Industry report, 25 June 2003 [available from <http://www.thredbo-conference-series.org/downloads/thredbo8_papers/thredbo8-workshopE-Naude.pdf> ] Recommended Reading The Constitution of the Republic of South Africa Jude, B. (1998) The Psychology of Customer Satisfaction. Zebra Press The Moving South Africa Action Agenda. Pearce, JA. & RB Robinson (1997) Strategic Management. Formulation, Implementation, and Control . (6 th edition) Mc Graw-Hill Thompson, A A & A J Strickland. (1988) Strategic Management. Concepts and Cases. (Tenth Edition) Irwin, Mc Graw-Hill,

Transferrable Skills

- Written communication skills - Interpersonal skills - Problem solving - Information gathering skills - Critical thinking and reflection - Assessment and evaluation skills - Negotiation, time management and forward planning skills

Module Structure

Activity Total Hours
Directed Learning 35.00
Independent Learning (PT) 35.00
Turorial discussion 10.00
Assessment (PT) 20.00

Assessment Methods

Component Duration Weighting Threshold Description
Coursework 1 n/a 100.00 40% The assessments are work based and negotiated between the Institution of Railway Operators, the University of Johannesburg and Glasgow Caledonian University.