Customer Services
The objective of this module is to enable students to gain a broad understanding of the numerous and diverse activities that combine to deliver the optimum level of customer service to the railway customer.
The module seeks to demonstrate that an understanding of customer service is essential for everyone involved in the railways, and is key to business success This module also aims to introduce students to the methods used by commercial organisations to allow them to formulate models of best practice of customer service
The content of this module points to the interrelated aspects of other Diploma modules such as Railway Operating Principles, Safety Law and Management, Managing People, Train Planning and Performance Management and Business Organization.
Module Syllabus
During this module students will cover the following syllabus:
- Aspects of customer service – key areas of rail customer services, journey purpose, internal customer/supplier relationships
- Supplier relationships
- Customer types and needs
- Approaches to customer services – giving good/excellent customer service, measuring customer service standards, customer complaints
- Auditing (including an audit project)
- Company’s policy
- Company’s measurement criteria
Module Learning Outcomes
On successful completion of the module the student will be able to:
- Critically evaluate the product offered and the journey experience
- Design and evaluate strategies for improving customer service in the rail business context
- Appraise the strategies adopted by the rail companies to deal with consumer problems
- Compare and contrast different approaches to customer service adopted by passenger and freight companies.
Customer Services
The objective of this module is to enable students to gain a broad understanding of the numerous and diverse activities that combine to deliver the optimum level of customer service to the railway customer.
The module seeks to demonstrate that an understanding of customer service is essential for everyone involved in the railways, and is key to business success This module also aims to introduce students to the methods used by commercial organisations to allow them to formulate models of best practice of customer service
The content of this module points to the interrelated aspects of other Diploma modules such as Railway Operating Principles, Safety Law and Management, Managing People, Train Planning and Performance Management and Business Organization.
Module Syllabus
During this module students will cover the following syllabus:
- Aspects of customer service – key areas of rail customer services, journey purpose, internal customer/supplier relationships
- Supplier relationships
- Customer types and needs
- Approaches to customer services – giving good/excellent customer service, measuring customer service standards, customer complaints
- Auditing (including an audit project)
- Company’s policy
- Company’s measurement criteria
Module Learning Outcomes
On successful completion of the module the student will be able to:
- Critically evaluate the product offered and the journey experience
- Design and evaluate strategies for improving customer service in the rail business context
- Appraise the strategies adopted by the rail companies to deal with consumer problems
- Compare and contrast different approaches to customer service adopted by passenger and freight companies.