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ABE LEVEL 6 DIPLOMA IN BUSINESS MANAGEMENT. Module Title ... ABE
manages the entire examination process, from its external ... ABE Study Manual.
AMITY GLOBAL BUSINESS SCHOOL
Module Syllabus Course
ABE LEVEL 6 DIPLOMA IN BUSINESS MANAGEMENT
Module Title Module Syllabus no. (if any) Year offered Start date End date Syllabus / Content / Learning Outcomes
Managing the Customer Relationship
No of teaching hours Teaching Methods Assessment Methods and Weightages
2014/2015 Every Month After 18 months from the start date Course Syllabus/Content : Managing the Customer Relationship Modules & Content Outlines 1. Understand the contribution Customer Service makes to achieving organisational objectives. 2. Know how to improve customer service performance in an organisation. 3. Know how to manage the customer interface. 4. Know how to improve customer service levels in specific contextual settings. 5. Understand the role and impact of front-line staff in the delivery of customer service. 24 Hours Lectures, tutorials, case-studies analysis, research journals and group discussion. See Assessment Regulations of ABE The three-hour written external examinations are held twice a year (usually the first week in June and December). ABE manages the entire examination process, from its external centres around the world, to invigilation and marking. Reading and research
Skills for maximising learning outcomes Dates of examinations, major Please refer to ABE website (www.abeuk.com) assessments and assignments Recommended text ABE Study Manual. Please refer to the Tuition Resources section of the Members Area of the ABE website (www.abeuk.com) for further recommended reading. Additional reference texts (if any) Additional Remarks (if any)
Lesson No. 1 2 3 4 5 6 7 FRM-007
Learning Outcome Understand the contribution Customer Service makes to achieving organisational objectives. Understand the contribution Customer Service makes to achieving organisational objectives. Know how to improve customer service performance in an organisation Know how to improve customer service performance in an organisation Know how to manage the customer interface. Know how to manage the customer interface. Know how to improve customer service levels in specific contextual Page 1 of 2
Version 1.0
AMITY GLOBAL BUSINESS SCHOOL
8
FRM-007
settings. Understand the role and impact of front-line staff in the delivery of customer service.
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