COMM07017 2022 Communications and Customer Care Management

Demonstrate an appreciation of customer needs, expectations and attitudes.

Outline the role of customer service in achieving organisational effectiveness.

Apply the principles of customer care management.

Create and deliver persuasive presentations.

Identify and apply professional interviewing skills.

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 role playing to explore customer service scenarios. The module is delivered over eight weeks prior to the commencement of the work placement. 

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 concepts that underpin the learning outcomes will be assessed.

Students will complete a Repeat Project.

1. Customer Service and Management:

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

2. Customer Care Practice:

• Professional skills and communication,
• Managing complaints,
• Scripting.

3. Managing Customer Communication:

• Changing nature of customer communication, data collection and management,
• Impact of social media, Customer-related databases,
• GDPR and Privacy considerations. 

4. Persuasive Presentations:

• Influence and persuasion,
• Persuasion Process,
• Practical Presentations using work-based scenarios.

5. Interviewing Skills:

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