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Associate of Social Science in Customer Service Management
PROGRAMME AIMS
Upon successful completion of this programme, students will be able to:
- Describe customer service activities and programmes;
- Apply effective communication and interaction skills in customer relations;
- Apply social and psychological theories in analyzing the practice of customer service;
- Organize and conduct customer service activities and programmes;
- Describe and examine critical issues in the field of customer service.
FURTHER STUDIES AND CAREER PROSPECTS
- Graduates from CUSM programme who obtain good academic results may be able to articulate to the Bachelor of Social Science Programmes offered by City University of Hong Kong and other tertiary education institutions.
- Entry into degrees programmes offered in Hong Kong by British Universities is also likely:
- • BA (Hons) Applied Social Science (Sheffield Hallam University)
- • BA (Hons) Consumer Studies in Marketing (Liverpool John Moores University)
- Customer service has become one of the primary management factors in various business sectors and public organizations in Hong Kong. Graduates of the programme have abundant employment opportunities as front-line and junior supervisory staff in all spheres of service sectors both in private and public organizations. These sectors include communications, public utilities (such as electricity and gas), personal services, recreational, community and social services, wholesale and retail trade, and transport and storage.
MAIN SUBJECT AREAS
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The curriculum covers the disciplines of customer service and service management, as well as generic social science and communication. The core courses on customer service include:
- Understanding customer behaviour
- Introduction to customer service
- Behaviour in organizations
- Marketing in the service sector
- Introduction to public relations
- e-Customer service
- Project and event management in the service sector
- Human resources management
- Quality service and process management
- Contemporary issues in customer service
- In particular, students will have the opportunity to apply what they have learned in real-life situations and get themselves prepared for employment through an industrial attachment in related sectors, such as transportation, hotel, club house, shopping mall and chain retailer.
MODE OF STUDY
- Two-Year Full-time
CEF REIMBURSABLE
- The programme/ course(s) in the programme has (have) been included in the list of reimbursable programmes / courses for applications to the Continuing Education Fund.
ENQUIRIES
- Tel: 3442 9764
- Fax: 3442 0162
- Division of Social Studies (to be renamed Division of Social Sciences in September 2012) Homepage http://www.cityu.edu.hk/dss
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