Availabilities:
| Location | Domestic | International |
|---|---|---|
| Online |
Unit Summary
Unit aim
Introduces students to the services sector and develops their communication and customer service skills. Students engage in a project-based learning approach with web-based platforms that blend academic and authentic assessments.
Unit content
Topic 1: Effective group work
Topic 2: Group management
Topic 3: Analysing service concepts
Topic 4: Service quality
Topic 5: The dimensions of customer satisfaction
Topic 6: Service failure and recovery
Learning outcomes
Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.
| On completion of this unit, students should be able to: | |
|---|---|
| 1 | demonstrate an understanding of the value of teamwork to service organisations |
| 2 | apply effective communication and group management skills |
| 3 | assess the quality of customer service. |
On completion of this unit, students should be able to:
- demonstrate an understanding of the value of teamwork to service organisations
- apply effective communication and group management skills
- assess the quality of customer service.
Prescribed texts
- No prescribed texts.