This class exists in these courses :
• IÉSEG > MSc in Digital Marketing & CRM > MSc in Digital Marketing & CRM - Semester 1 > 2,00 ECTS

Prerequisites

Marketing and CRM basics

Learning outcomes

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

Course description

- customer service definition and importance (strategy)
- customer care handling and management issues
- social customer complaint handling
- future steps in complaint handling

Class type

Class structure

Teaching methods

• Case study
• Interactive class
• Presentation
• Project work

Assessment

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.