Service Driven Organisations

MQF Level 5

6 Credits (ECTS)

Service Driven Organisations

Start

October 2024

Module Type

Compulsory

Price

€400

ECTS Credits

6 Credits (ECTS)

Get 70% back via Tax Credit

€280 refund on this module

Module Description Requirements Audience Career Paths Assessment Intake Dates Additional Info

Module Description

When one mentions customer care, one might ask why such a subject is relevant for budding managers. However, a manager with good customer care skills and knowledge will come in handy since at the end of the day the most difficult customer care complaints and dilemmas will end up on the manager’s desk.

Nowadays clients or consumers know their rights more than they used to in the past and more often than not request to speak with a manager to resolve their issues. A manager with good customer care skills has the possibility to feel closer to clients and be able to understand their needs and complaints thus when planning for the future of the organisation one has a more clear vision of what the client is feeling and really needs. Also it is important for a manager to be so close to the customer since more often than not the manager is the one who needs to take certain decisions.

In addition a manager who is familiar with the different departments and components under own supervision will give one an advantage with understanding the job and be more realistic when dealing with the employees working in customer care. Also, the manager has the added benefit of being able to mentor and give advice to the employees working in the sector.

Entry Requirements

Candidates who apply for this course must possess:

a qualification at MQF Level 4 (one ‘A’ Level or equivalent in any subject)

AND

a pass in English* and Mathematics at MQF Level 3 (‘O’ Level or equivalent).

Preference is given to applicants having a year of work experience related to the field of study.

*Students whose first language is not English will be required to demonstrate evidence of an adequate level of English proficiency.

Target Audience

This course is targeted at people who wish to have a thorough background in management in order to progress further in their careers, such as:

Supervisors
Coordinators
Assistant Managers
Junior Managers
Middle Managers
Project Coordinators/ Project Managers

The target group can also be extended to groups that have significant management experience but lack a formal qualification, such as managing directors and officers.

Module / Unit Instructions

The proposed structure comprises a blended approach promoting the building of a community of practice via peer-to-peer learning. The structure uses primarily two dimensions of teaching-learning modes:

1. Face-to-face sessions: 18 hours

2. Online Learning Activities: 12 hours

Face to Face sessions

Face-to-face sessions include lectures, tutorials, discussions, presentations and workshop activities promoting peer-to-peer learning.

Online Learning Activities

Online learning activities incorporate tutorials and asynchronous discussions. These may consist of active interaction, participation and contributions in fora discussions, sharing resources and self-reflection exercises.

Learners also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.

The tutor provides continual support during both teaching -learning modes by providing information, readings and tasks relevant to the module in question.

The tutor provides continuous formative feedback as an on-going guidance during the student’s learning experience in preparation for their summative assessment.

How you’ll be assessed

Assessment of each module consists of two assignments, each carrying a weighting as below:

a) One Formative assignment carries 20% of total module mark achieved. b) One Summative assignment carries 80% of total module mark achieved.

For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in both the formative and the summative assignment.

The overall grade achieved for each module is calculated as the sum of: · 20% of the mark achieved for formative assignment; and · 80% of the mark achieved for the summative assignment.

All assignment tasks of both formative and summative assessment aim to provide the learner an opportunity to produce evidence of his/her competences aligned to the learning outcomes of each individual Module.

Assessment

a) Formative assessment tasks are provided in the form of structured online discussions that support learners in their development throughout all of the modules studied.

Such discussions are facilitated and monitored by lecturer who provides students with constructive feedback to help them improve and prepare for summative assignment and dissertation.

For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in the formative assignment.

Formative assessment tasks will contribute to the student’s final mark to acknowledge their work and give chance to improve.

This method allows students to also contribute to the building of the community of practice by providing feedback to their peers as critical friends, enhancing the learner’s critical engagement throughout the study period.

b) Summative assessment is done via one assignment at the end of each module. The mode of assessment varies and may include in-class assignments, and home-based written assignments.

The assessment tools for this module are presentations or proposals.

Word count range: 1500 ± 10%

For successful completion of a study module the student is required to achieve a minimum of 41% pass mark in summative assignment.

Assignment

Discussions

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Module Intake Dates

October 2024

Price

€400

Additional Info

Reading for the entire Bachelor of Science (B.Sc.) in Management as presented in this brochure costs €9,000.*

The cost for the different exit points is as follows:

Certificate in Business Management : €2,000
Diploma in Business Management: €4,000
Higher Diploma in Business Management: €6,000

Upon successful completion of this course, students will be eligible for a 70% refund of the cost through the ‘Get Qualified’ scheme.**

Due to the modular structure of the course, you may also opt to take individual modules as stand-alone. The entry requirements still apply.***

*Prices are applicable to students who reside in Malta at the time of applying.

Learning Outcomes

Competences:

At the end of the module/unit the learner will have acquired the responsibility and autonomy to:

Measure the effectiveness of the customer service being offered by own company.
Manage own team of customer service effectively and ensure good team work amongst employees.
Solve problems with clients in a timely manner and effectively to ensure customer satisfaction and retention.
Deal with the stress that customer services providers experience.
Evaluate complaints received from compiled database and take corrective action to avoid reoccurrence.

Knowledge:

At the end of the module/unit the learner will have been exposed to the following:

The different types of organisation structure.
The customer service driven organisation.
Operational customer care within an organisation.
The importance of affective customer service within the organisation.
Organisational systems of customer care service – Tools to measure the effectiveness of own Customer Care Service.
Reliable organisational customer care g) Case Studies in organisational Customer Care.
Main Theories of Organisational Communication.
Understanding the stress that offering customer service might cause on employees and clients.
Ineffective handling of customer complaints.
The concept of continuous improvement – models of continuous improvement.

Skills:

At the end of the module/unit the learner will have acquired the following skills:

Follow case studies to determine best practices taken by organisations similar to own organisation.
Compile data with customer complaints as a tool for continuous improvement.
Use the appropriate data collection and analysis tools to measure the effectiveness of the organisation’s customer service.
Prepare customer care team training to update employee skills and emphasise team work.
Apply the models of continuous customer care improvement in own organisation.

Judgment Skills and Critical Abilities:

The learner will be able to:

a) Analyse customer complaints and prepare a plan of action to avoid future complaints.
Determine the negative effects on the organisation in case of failed customer care.
Propose solutions to customer care problems in a short time to ensure customer satisfaction.
Identify the different structures and cultures at play in own organisation to better target customer care service.
Propose changes within organisational work processes to deal with customer problems.
Evaluate own team of customer care employees to determine their strength and weaknesses.

Module-Specific Communication Skills:

The learner will be able to:

Explain the importance of effective customer care to keep own business above others and its role in customer retention.
Report findings from research carried out and give own recommendations and way forward.
Name the main theories of organisational communications and determine their relevance in own organisation.
Illustrate the different types of organisation structure and the role of customer care within different types of organisations.
Communicate with customer care team often to keep in contact and offer guidance when required.

Module-Specific Digital Skills and Competences:

The learner will be able to:

Navigate through the online learning platform to benefit from assignments, discussion boards, literature, tutorials etc.

Accredited

International

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Service Driven Organisations