Fundamentals of Service (MHR202)

Content

• What is Customer Service ?
• Challenges of customer service
• Problem Solving
• Strategy for Formulating a plan for success
• Empowerment
• Communication in Customer Service
• Coping With Challenging Customers
• Motivation
• Leadership in customer service
• Customer Retention and Measurement of Satisfaction
• Technology and Customer Service
• Excellence in Customer Service

Learning outcome

After taking this course, students will be able to better understand and orient themselves to the relevant courses in our service leadership programme, as well as learn to analyze workplace problems and produce certain strategies. It may be helpful for some of the attendees to develop their own businesses or services from a holistic perspective.

Knowledge:

After completing this course, the student has:

• Demonstrate advanced knowledge and specialized insight into the domain of customer service culture and promote a radical perspective that can be innovatively applied to improve customer satisfaction and loyalty."
• Acquire a thorough knowledge of fundamental service concepts, terminologies, and theories with the ability to apply this knowledge innovatively to address new challenges in the academic field."
• Develop advanced skills in interpreting and critically analyzing different sources of customer interactions, such as body language and other nonverbal cues, in order to make scholarly arguments and independently contribute to solving practical problems in service organizations.
• Demonstrate advanced knowledge and specialized insight into linking service strategies to financial outcomes by applying analytical skills to evaluate the impact of service decisions on the financial performance of the organization in a specific domain.
• Acquire advanced skills in conducting comprehensive internal, external, macro-, and micro-strategic analysis and demonstrate the ability to critically evaluate and synthesise information for strategic decision-making in businesses."
• Demonstrate advanced skills in creating value propositions and critically analyzing various business model examples, and apply this knowledge to propose innovative strategies in academic and professional contexts."How to think about and design single or multiple services
• Develop advanced thinking and design skills for single or multiple services and demonstrate the ability to independently analyze, conceptualise, and create innovative service offerings in academic and professional contexts."

Skills:

After completing this course, the student can

• Use evidence-based knowledge to solve service design challenges.
• Apply advanced theories and methods to evaluate service culture processes.
• Design new services and implement his or her innovative ideas to reach ultimate value creation goals

General Competence:

After completing this course, the student can

• Analyze and formulate problem statements concerning service culture and design challenges, including the ethical issues involved.
• Make a collaboration in a team or group in a way to support the innovation process and new service design thinking.

Required prerequisite knowledge

Exam

Coursework requirements

Each student must complete and pass three course assignments. All three course assignments must be passed in order to take the written home exam, and the oral exam.

Course teacher(s)

Course coordinator:

Method of work

Weekly 3-hour classes throughout the semester.

Active student learning by means of short seminars, case discussions, dialogues, and presentations.

Open for

Course assessment

Literature