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Establishment
Language of instruction
English
Teaching content
MARKETING
This course occurs in the following program(s)
MSc in Digital Marketing & CRM
- Crédits ECTS: 2.00
Training officer(s)
G.LOBLEIN
Stakeholder(s)
M.MEIRE
Présentation
Prerequisite
Marketing and CRM basics
Goal
At the end of the course, the student should be able to:
- understand the importance of CSCM
master the key concepts of Customer service and complaint management
Set up an efficient customer service system
- apply these concepts of manageming complaints in professional dilemmas with difficult customer situations
- guide and set up a social complaint management system which allows the company to follow up complaints in a sustainable way without infringing GDPR.
- Solve professional dilemmas using concepts of CSR and ethics (L02.B)
- Generate sustainable solutions for organizations (L02.C)
- Identify current customer service and complaint management strategies, it's weaknesses and strengths
- Work together in a team to define evaluate CSCM strategies and define new ones, with peer evaluation possibilities and an ex-post evaluation of the work
- Appraise the performance of a team (LO4.A)
- Compose constructive personal feedback and guidance (LO4B)
- understand future evolutions ahead
- understand the importance of CSCM
master the key concepts of Customer service and complaint management
Set up an efficient customer service system
- apply these concepts of manageming complaints in professional dilemmas with difficult customer situations
- guide and set up a social complaint management system which allows the company to follow up complaints in a sustainable way without infringing GDPR.
- Solve professional dilemmas using concepts of CSR and ethics (L02.B)
- Generate sustainable solutions for organizations (L02.C)
- Identify current customer service and complaint management strategies, it's weaknesses and strengths
- Work together in a team to define evaluate CSCM strategies and define new ones, with peer evaluation possibilities and an ex-post evaluation of the work
- Appraise the performance of a team (LO4.A)
- Compose constructive personal feedback and guidance (LO4B)
- understand future evolutions ahead
Presentation
- customer service definition and importance (strategy)
- customer care handling and management issues
- social customer complaint handling
- future steps in complaint handling
- customer care handling and management issues
- social customer complaint handling
- future steps in complaint handling
Modalités
Organization
| Type | Amount of time | Comment | |
|---|---|---|---|
| Présentiel | |||
| Cours interactif | 16,00 | ||
| Travaux dirigés | 2,00 | ||
| Travail personnel | |||
| Group Project | 16,00 | ||
| Charge de travail personnel indicative | 16,00 | ||
| Overall student workload | 50,00 | ||
Evaluation
The course assessment consists of three parts:
1) continuous assement based on a very small number of questions at the beginning of each session and the completion of small tasks. Feedback is given during class.
2) a final exam which integrates all the materials seen in class. Feedback can be given on simple request.
3) a group work, which integrates all the elements seen in class and applies them to real situations. This group assignment works with peer-to-peer and self-evaluation.
1) continuous assement based on a very small number of questions at the beginning of each session and the completion of small tasks. Feedback is given during class.
2) a final exam which integrates all the materials seen in class. Feedback can be given on simple request.
3) a group work, which integrates all the elements seen in class and applies them to real situations. This group assignment works with peer-to-peer and self-evaluation.
| Control type | Duration | Amount | Weighting |
|---|---|---|---|
| Contrôle continu | |||
| Participation | 0,00 | 0 | 10,00 |
| Contrôle continu | 0,00 | 0 | 10,00 |
| Examen (final) | |||
| Examen écrit | 0,00 | 0 | 35,00 |
| Autres | |||
| Projet Collectif | 0,00 | 0 | 45,00 |
| TOTAL | 100,00 | ||