Customer Service

MNM1502

Introduction to
MNM1502
 Customer service

• The purpose of this module is to enable

students to gain a better understanding of the
basic principles of customer service. This
module intends to explain customer service
concepts and terms involved in marketing to
students who are or will be involved in
customer service in their daily activities, and to
people aspiring to a career in any form of
marketing or service-related fields.
 Module outcomes

• explain the nature and basics of customer

service and its different components
• demonstrate knowledge and understanding of
the place and role of marketing
communication in the business environment
• demonstrate knowledge and understanding of
the use of the different types and forms of
communication as part of customer service
 Module outcomes

• demonstrate knowledge and understanding of

the meaning and use of physical factors, such
as the servicescape, as part of the service
design in the marketing environment
• demonstrate knowledge and understanding of
the meaning and use of technology to facilitate
service delivery and management in an
organisation
 Module outcomes

• demonstrate knowledge and understanding of

the meaning and management of service
recovery to overcome possible service failure
• demonstrate knowledge and understanding of
service concepts to help design the service
delivery system
• demonstrate knowledge and understanding of
employees and the role they play in service
delivery and management
 Study material

• Tutorial letters
– 101: general information, assignment questions
and dates
– 201/1 and 202/1: assignment 1 and 2 answers
respectively
– 201/2 and 202/2: assignment 1 and 2 answers
respectively
• Study guide: provides all content for module
 Lecturer details
• Mrs Z.S Mposi
• 012 429 6626
• mposizs@unisa.ac.za
• Availability:
– myUnisa (discussion forums – once a day)
– Office hours: 8-4 however, make an appointment
– Email: usually answer within a few hours
– Telephone: 8-4 however I do attend meetings, so I would
suggest email
 Module plan (first part only)
Date to be
Time
completed
Unit Topic taken Main learning areas
1st sem/2nd
sem
 Introduction to the customer service
 Importance of excellent service
Introduction to
 What is good service
1 customer 14 hours 13 Feb/16 Jul
 Managing expectations
service
 Consumer rights
 Consequences of bad service
Verbal  What is verbal communication
2 communicatio 8 hours 20 Feb/23 Jul  Types of verbal communication
n
 What is non-verbal communication
Non-verbal  Functions of non-verbal communication
2 communicatio 8 hours 27 Feb/30 Jul  Types of non-verbal communication
n
 Assignment date and exam dates

• Check assignment dates in tutorial letter 101

• Check exam date in exam schedule or check

on myUnisa site