Managing Customer Experience

Module Description

Providing an excellent level of customer service is vital for any retail business and a product or service is only as good as the person/entity delivering it. Thus, Store Managers’ knowledge on how to manage customer experience is essential. This module provides students with the skills and techniques needed to define the customer profiles, behaviours, and attitudes of different market segments in order to build loyalty and trust and to increase customer satisfaction. Students will also identify the impacts of digital technology in customer relationship management and understand how digital marketing affect retail sector. 

Entry Requirements

Candidates who apply for this course will possess:

• A qualification at MQF Level 4 (one ‘A’ Level or equivalent in any subject) and a pass in English Language and Mathematics at MQF Level 3 (‘O’ Level or equivalent).

Target Audience

This programme targets:

• People within retail sector and other individuals aspirating for professional and academic advancement in retail and store management.

How you’ll be assessed

The method of assessment is assignment-based.

The module comprises:

• 6 lectures;
• 3-hour lectures;
• 12 hours of online content, comprising synchronous online discussions, tutorials and/or videos.