FdA Year 2 Customers & Clients

Module Description

This module introduces the principles and objectives of customer service with a focus on managing business and client needs and expectations. An understanding of the nature of a customer service culture and quality service in the business environment is developed. The module will also provide an appreciation of the information gathered from customers and its relevance to improved service delivery. Effective management of customer service is key to successful business operations.

Learning Outcomes

On completion of this module the students should be able to:

1. Identify changes in customers’ expectations and their impacts on the meaning of customer service
2. Critically evaluate impacts of leadership, organisational culture, training and customer service policies on the customer experience
3. Understand how levels of customer service are, monitored, controlled and can be improved
4. Apply skills to develop a customer service policy for a business administration environment