MODULE SPECIFICATION FORM

Transcription

1 MODULE SPECIFICATION FORM Module Title: Customer Relationship Management in Library and Information Services Level: 4 Credit Value: 30 Module code: COMF415 Cost Centre: GACP JACS3 code: P110 Trimester(s) in which to be offered: 1/2 With effect from: September 2014 Office use only: To be completed by AQSU: Date approved: Date revised: Version no: September Existing/New: Existing Title of module being replaced (if any): Originating Academic Department: Computing Module Leader: Denise Oram Module duration (total hours): Scheduled learning & teaching hours Independent study hours 300 Status: 20 Lecture 10 Seminar 10 Practical classes and Workshop 260 Guided Independent Study core/option/elective (identify programme where appropriate): Core Programme(s) in which to be offered: FdSc Library and Information Practice Pre-requisites per programme (between levels): None Module Aims: Customer Service underpins the activity of all organisations and delivery is necessary at all levels both to internal and external customers. This module will enable students to consider aspects of customer service within their working environment and enhance the provision

2 effectively. The aim of the module is to develop an understanding regarding the role of the library and information professional in ensuring a close and meaningful relationship with the customer developing a user focused service and to place Customer Service in context and to equip students with the skills required to deal with a range of customers and to adopt principles and practices from other sectors in developing customer-focussed services. Intended Learning Outcomes: At the end of this module, students will be able to Identify different types of customer, including equality and diversity issues (KS 1-7,9,10) 2. Define concepts and principles associated with the customer behaviour and expectations (KS 1-10) 3. Identify aspects of good and bad customer service and manage different customer-facing situations (KS1-10) 4. Explore the opportunities to enhance the customer service provision and the impact this will have on the organisation (KS1-10) 5. Suggest and justify recommendations for improvements that could be made in the workplace (KS1-10) 6. Use various methods to develop a customer base e.g. user surveys; focus groups; promotion of services (KS1-10) Key skills for employability 1. Written, oral and media communication skills 2. Leadership, team working and networking skills 3. Opportunity, creativity and problem solving skills 4. Information technology skills and digital literacy 5. Information management skills 6. Research skills 7. Intercultural and sustainability skills 8. Career management skills 9. Learning to learn (managing personal and professional development, self management) 10. Numeracy Assessment: Two assignments equally weighted (50%) 1. Produce a short presentation reflecting upon an aspect of customer relationship management 2. Produce a work-based assignment, suggesting and justifying recommendations for improvements that could be made in the workplace.

3 Assessment number Learning Outcomes to be met Type of assessment Weighting Duration (if exam) Word count (or equivalent if appropriate) Presentation 50% min Report 50% 3000 Learning and Teaching Strategies: Blended learning methods, using a combination of face to face, online and self-directed learning. Particular emphasis will be placed on student-directed activities and in-class discussion. Participation in this module will also be supported through online Web 2.0 technologies such as podcasts, Blogs, Wikis and Forums to encourage and maintain group collaboration and provide diversity for various learning styles. The module will be delivered with the aid of visiting speakers from the library and information profession. Syllabus outline: The principles of customer service and organisation's rules which affect service delivery. o Understanding the organisation's processes for dealing with customers Customer segmentation o Types of customers o Groups of customers Dealing with different types of customers Assisting users to locate and retrieve information Impression and Image: o The impression you and your organisation make on your customers. o building rapport; o dealing with customers in different ways - for example face-to face, by phone, in writing, using ICT ; o delivering what you promise and using available information to exceed customer expectations where possible. Delivery: the reliable and consistent delivery of good service. o building relationships with customers, o diversity and working with others (eg service partnerships) to deliver customer service. Handling problems: o Recognising and dealing with customer queries, requests and problems o Monitoring service delivery and dealing effectively with complaints.

4 Dealing with conflict o identifying customer dissatisfaction o Conflict handling skills o the sources of conflict o approaches to dealing with conflict o organisational procedures and systems for dealing with customer problems Development and Improvement: o improving service by developing customer relationships and leading, supporting or working with others to bring about improvements o Using surveys, focus groups and other methods o Gathering, analysing customer feedback o Developing customer service strategy and personal development. o Promoting and developing services to customers National Standards in Customer Service o identifying areas and methods for improvement o building capacity for delivering improved services o seeking formal accreditation to the Customer Service Excellence standard Bibliography: Other indicative reading: Please note: The following is a guide and an indicative reading list only. Students are expected to select and read at least some but not all of the texts to enhance their knowledge. Alvite, L. and Barrinuevo, L. (2010), Libraries for users: services in academic libraries, Cambridge: Chandos Publishing Calvert P., Dorner, D. G. and Gorman G.E. (2014) Analysing What Your Users Need A Guide for Librarians and Information Managers, London: Facet Publishing De Saez, E. E. (2014), Marketing concepts for libraries and information services, 3 rd ed. London: Facet Publishing Gannon-Leary, P. and McCarthy, M. D. (2010), Customer care: a training manual for library staff, Cambridge: Chandos Publishing McKnight, S (2008) Are there common academic library customer values? Library Management 29 (67) Matthews, J R (2007) The evaluation and measurement of library services Westport, Conn,; London: Libraries Unlimited Owen, T (2006) Success at the enquiry desk: successful enquiry answering every time London: Facet Publishing Pantry, S (2009) How to give your users the LIS service they want London: Facet Publishing

5 Rubin R. J., (2011), Defusing the Angry Patron A How-To-Do-It Manual for Librarians, 2 nd ed. Neal-Schuman Todaro, J. and Smith, M. L., (2006), Training library staff and volunteers to provide extraordinary customer services London: Facet Publishing