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CUSTOMER SERVICE & COMPLAINT MGT

2017-2018

IESEG School of Management ( IÉSEG )

Code Cours :

1718-IÉSEG-MDM1S1-MKT-MDMCE20UE

MARKETING


Niveau Année de formation Période Langue d'enseignement 
MSc in Digital Marketing & CRM1S1English
Professeur(s) responsable(s)G.LOBLEIN
Intervenant(s)Marina Dogadalski


Pré requis

Marketing Basics
CRM Basics

Objectifs du cours

At the end of the course, the student should be able to:
Manage successfully Customer Relationship
Master the key concepts of Customer Service and Complaint Management
Define the main objectives of the Customer Service
Understand how to manage Complaints and to have an efficient Customer Service

Contenu du cours

Why customers want to contact Customer Service and how can they contact Customer Service?
Why Customer Service wants to contact customers and how can Customer Service contact them?
Impact of Omni-channel on Customer Relastionship
How to manage efficiently Customer Service and how to evaluate it?
Focus on Complaint Management
How to use Complaint management to improve Organization? Complaint as a smart data


Modalités d'enseignement

Organisation du cours

TypeNombre d'heuresRemarques
Face to face
Interactive class16,00  
Independent study
Estimated personal workload10,00  
Group Project15,00  
Independent work
Research5,00  
External teaching source
Visits4,00  
Charge de travail globale de l'étudiant50,00  

Méthodes pédagogiques

  • Presentation
  • Visits/fields trips
  • Project work
  • Interactive class
  • Case study


Évaluation

Individual class contribution
Group project and oral presentation

Type de ContrôleDuréeNombrePondération
Continuous assessment
Oral presentation0,50120,00
Participation16,00120,00
Final Exam
Written exam0,50160,00
TOTAL     100,00


Ressources internet



 
* Informations non contractuelles et pouvant être soumises à modification
 
 
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