MK 307 - Customer Service

1. Explain what leads to good and bad customer service;
2. Examine business situations using emotional and social intelligence;
3. Take part in group presentations related to customer service situations in light of theories discussed in class;
4. Apply legal, ethical, and moral dimensions of customer service;
5. Assess loyalty and loyalty programs for an industry;
6. Create a situation where customer intimacy has an impact on service;
7. Develop a program that integrates co-creation of value with another area of customer service;
8. Apply the ‘Complaint-as-gift’ approach to customer service;
9. Compare and contrast live and online customer service;
10. Examine customer relationship management (CRM) systems;
11. Compare and contrast internal and external customers.