Module Code: A6CS
Long Title Customer Service
Title Customer Service
Module Level: LEVEL 6
EQF Level: 5
EHEA Level: Short Cycle
Credits: 5
Module Coordinator: JONATHAN BRITTAIN
Module Author: JONATHAN BRITTAIN
Departments: School of Business
Specifications of the qualifications and experience required of staff  
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Demonstrate specialised knowledge of the principles and practice of customer service towards internal, external, corporate and individual customers, within domestic and global organisation settings.
LO2 Evaluate the practice, procedures, systems and boundaries to deliver effective customer service such as customer charter policies, complaints procedures, and relevant quality rating systems.
LO3 Summarise key elements of Irish consumer legislation (extending to comparisons with similar legislation in key international financial markets), such as third party formal processes and associated organizations or bodies available to customers seeking protection, representation and redress.
LO4 Use a range of communication skills and technologies to meet the needs of internal and external stakeholders, to include a variety of listening methods and strategies to respond to complaints and to resolve any difficulties arising.
LO5 Critique a customer service programme for staff, to include operational standards for frontline personnel and prepare an appropriate written or oral presentation directed to a specialised/non specialised audience.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is required before enrolment on this module. While the prior learning is expressed as named NCI module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
No recommendations listed
Co-requisite Modules
No Co-requisite modules listed
Entry requirements  
 

Module Content & Assessment

Indicative Content
Introduction
• Introduction to Customer Service & Best Practice • The Role of Customer Service in the Organisation for Competitiveness & Customer Loyalty • The Role of Customer Contact Staff in the Organisation
Quality Service
• Organisational Chart, Mission Statements & Customer Charters and Customer Oriented Organisations • Practice of Quality Customer Service • How is Customer Service Monitored in the Organisation • Codes & Standards of Practice • Designing Operational Standards for Frontline Staff
Customer Service Communication
• Communication & the Customer • Written Communication • Telephone Etiquette & Communication
Third Party Customer Protection Bodies, Legislation & Regulations
• Introduction to Customer Protection Bodies (Financial Regulation) • Customer Protection Legislation • Financial Services Ombudsman • European & International Legislation & Regulation
Technology & Customer Service
• Technology & Customer Service • Customer Relationship Management • Assessing Digital Platforms for Customer Service
Assessment Breakdown%
Coursework100.00%

Assessments

Full Time

Coursework
Assessment Type: Formative Assessment % of total: Non-Marked
Assessment Date: n/a Outcome addressed: 1,2,3,4,5
Non-Marked: Yes
Assessment Description:
Formative assessment will be provided to learners through the use in class practical assessments and role plays in line with the theory/frameworks/practice under discussion/being taught at that time. These assessments will not count towards students’ final grades, but will be invaluable to the successful completion of summative assessments. Provision of individual feedback will be provided subsequently or online through Moodle.
Assessment Type: CA 1 (0380) % of total: 50
Assessment Date: n/a Outcome addressed: 1,2,3,4,5
Non-Marked: No
Assessment Description:
Continuous Assessment 1 is worth 50%. It will comprise of a comprehensive report which will necessitate students to evaluate the customer service orientation and practice of an appropriate service firm, deriving its adherence to its own customer charter, legislation and regulations. Students will undertake preliminary benchmarking and primary research of all relevant customer service platforms and processes to deduce whether it meets best practice or more creative strategies and approaches need to be employed. (LO1, LO2, LO3, LO4, LO5)
Assessment Type: CA 2 (0390) % of total: 50
Assessment Date: n/a Outcome addressed: 1,2,4
Non-Marked: No
Assessment Description:
Continuous Assessment 2 is worth 50% and will comprise of a series of in class workshops where students will be tested on their acumen and demonstration of customer service principles and practice, i.e. telephone role plays; customer face to face role plays; and written communication activities
No End of Module Assessment
No Workplace Assessment
Reassessment Requirement
Coursework Only
This module is reassessed solely on the basis of re-submitted coursework. There is no repeat written examination.

NCIRL reserves the right to alter the nature and timings of assessment

 

Module Workload

Module Target Workload Hours 0 Hours
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Learners will have 26 hours a semester of college-based classroom contact (2 hours per week). Of these, 16 hours will be whole-class lectures with the remaining 8 hours being dedicated to practical sessions/other tutor supervised learning activities. There are 13 week teaching timetabled within each semester, with a ‘reading week’ approximately half way through this period in which there will be no formal classes but in which learners will be engaged in tutor supervised independent learning 26 Every Week 26.00
Workbased learning No Description 20 Every Week 20.00
Independent Learning Time No Description 66 Every Week 66.00
Directed Learning Directed e-learning 13 Every Week 13.00
Total Weekly Contact Hours 59.00
 

Module Resources

Recommended Book Resources
  • Twomey, S. (2012), Customer Service in Ireland, 3rd. Gill Education.
Supplementary Book Resources
  • Harris, E.K. (2014), Customer Service: Pearson New International Edition: A Practical Approach, Pearson Education.
This module does not have any article/paper resources
This module does not have any other resources
Discussion Note: