20 credits at level
This module will help you to further your knowledge of, and skills in, managing client care and relations and deepen your understanding of the concept of systematic reflection and experiential learning. You will explore your role in your workplace in respect of working with clients and managing client care and relations, and reflect on specific significant incidents that provide an opportunity for learning. The clients in your incidents could be internal and/or external to your organisation or work unit. You will establish a learning journal to collect evidence about the way you deal with clients, how you manage client care and relations, and your thoughts about events in your work practice. You will not share your learning journal or the specific details of your incidents or names or roles of people involved in your incidents with other students on the programme, tutors or invited contributors so that confidentiality and good ethical practice and professionalism are maintained. However, you will share general aspects arising from your incidents in the online community in a manner that maintains confidentiality and appropriate ethical standards so that positive working relationships are maintained with your work colleagues and peers on the programme. You will learn about the factors that affect the way you deal with clients, and about how the way clients are dealt with affects you, your work unit/organisation, and the clients themselves. You will propose recommendations for effective management of client care and the promotion and maintenance of positive relationships with clients.
Indicative Syllabus Content
1. Managing client care and relations
Your role in dealing with clients and the management of client care and relations; Internal and external clients; the marketing concept and the need for effective client care (e.g., image and reputation of the organisation / work unit, impression management; financial aspects of poor client care and relations such as loss of custom and inefficient working); identifying what effective client care in your area of work is; facilitators for, and barriers to, effective client care; ways to improve client care (e.g., effective use of active listening skills; effective communications, establishing client needs); effective management of client care (e.g., managing perceptions and expectations of clients, service level agreements); dealing with diverse clients and inclusiveness; dealing with difficult clients and problem situations; service failure; service recovery; legal issues; health and safety.
2. Study / academic skills and reflective practice
Assessment requirements of the module; appropriate structure and presentation of work for assessment; correct use of English (e.g., grammar, punctuation, spelling, style); online literature search; Harvard referencing; plagiarism and how to avoid it; incorporating theoretical knowledge appropriate to level HE4 into your work; maintaining a learning journal; models of reflection; the experiential learning cycle; use of significant incidents for learning; identification of significant incident from your workplace; analysing incidents; reflecting on your experience of being a client; ethics and professionalism; the research process; introduction to research design; introduction to research methods such as interview, observations, critical incident and surveys; analysing data and drawing conclusions from findings.
3. Transferable skills
Planning (e.g., planning an inquiry with appropriate learning activities), time management; communication; working with others; technology enabled-learning (participating in cyber-communities, internet-based resources and applications, eCommunication tools and dynamics; making a short video and uploading it, and eJournals), numeracy.
4. Student determined content
Some of the content will be determined by you when preparing for, and undertaking, your assessed work for the module.
Some of the content relating to study / academic skills, reflective practice, and transferable skills are developed early in the Foundation Degree programme and referred to / refreshed in this and other subsequent modules as necessary. In the case of CPD stand-alone provision, they are explicitly developed in the teaching of this module.
Learning, Teaching and Assessment
Learning will be supported through an online community of inquiry where you, peer students, tutors and invited contributors will engage in discussions, interactive debates, and online activities to explore and share key concepts, ideas, relevant topics and offer encouragement and support. Your participation in the online community each week is compulsory. The module will be delivered mostly online with opportunities for face-to-face sessions. Although key resources required for the delivery of the module will be available online, you are also expected to identify suitable resources in your workplace, libraries, and online, that are relevant to your assessed work.
For your assessment, you will develop an online portfolio of work. The portfolio evidence must meet the learning outcomes for the module. You will agree how you will meet the learning outcomes with your tutor, the evidence you will present for assessment, and how you will present the portfolio evidence.
when you have successfully completed this module you will:
to demonstrate that you have achieved the learning outcome you will:
|1.||Have demonstrated an understanding of reflective practice and used one or more appropriate models of reflective practice to assist you to reflect on experience.||
1.1 Research meanings of reflective practice and discuss how reflective practice can be used to aid learning.
1.2 Investigate two common models of reflective practice, describe them, and comment on their potential usefulness to your professional development.
1.3 Use one or more appropriate models of reflection to aid your reflection on your chosen incidents and justify your selection.
|2.||Have examined your role in the management of client care and relations and identified appropriate incidents from the workplace relating to your positive and negative handling of clients.||
2.1 Describe your role in dealing with clients and in the management of client care and relations and explain the importance of this role.
2.2 Use a learning ejournal to capture evidence of how you have dealt with clients in your work practice, select incidents from your journal that illustrate positive and negative handling of clients and justify your selection.
|3.||Have conducted research into effective client handling and the effective management of client care and relationships, analysed your incidents and discussed with other students aspects arising from your incidents and research.||
3.1 Analyse your incidents from your work practice.
3.2 Discuss general aspects arising from your incidents in the online community ensuring you maintain confidentiality and ethical standards.
3.3 Discuss and evaluate theories and concepts about effective client handling and the effective management of client care and relationships.
|4.||Have drawn conclusions and made recommendations about the effective management of client care and the promotion and maintenance of positive relationships with clients.||
4.1 In agreement with appropriate personnel in the workplace and your tutor:
(i) Select an area of work that could be enhanced in respect of client handling, the management of client care, and the promotion and maintenance of positive relationships with clients.
(ii) Investigate the area of work in an ethical and professional manner and propose and justify plausible recommendations for improvement
4.2 Justify your recommendations with reference to the literature and workplace factors.
4.3 Obtain feedback on your recommendations from appropriate personnel in your workplace and make amendments them if needed.
|5.||Have identified learning points and ways to improve your practice||5.1 Identify key learning points from undertaking the reflections and research and devise an action plan to improve your practice as a result.|
|6.||Have demonstrated study and academic skills appropriate to HE4.||
6.1 Demonstrate the following in your assessed work:
(i) appropriate structure and good presentation;
(ii) correct use of English (e.g., grammar, punctuation, spelling, style);
(iii) correct use of Harvard referencing;
(iv) theoretical knowledge appropriate to level HE4.
Your achievement of the learning outcomes for this module will be tested as follows:
|Description||Online portfolio - The portfolio evidence will be equivalent to approximately 3,000 3,500 words and must meet the assessment criteria for the module. You will agree the following with your tutor: how you will meet the assessment criteria in terms of the process and the work you will undertake; the type of evidence you will provide; how the evidence will be presented.|
Before taking this module you must have successfully completed the following:
and/or be taking the following corequisite modules:
No restrictions apply.
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Arussy, L. (2009) Is Customer Experience Relevant in a Recession? Customer Relationship Management [on-line] 13(4) pg12 Available from < http://proquest.umi.com/pqdweb?index=11&did=1678477931&SrchMode=3&sid=1&Fmt=3&VInst=PROD&VType=PQD&RQT=309&VName=PQD&TS=1240565122&clientId=48146&aid=1 > [ 24th April 2009]
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Campus-Wide Information Systems, Vol. 23, No. 1, Pp. 24 34. http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=6620FD5D57A39CA8D42B1BA41BD5C87E?contentType=Article&contentId=1532862 [8 July 2009]
Spreng R A, Harrell G D, and Mackoy R D (1995) Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, Vol. 9 , No. 1 Page: 15 23.
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Customer Relationship Management
Educational Management Administration and Leadership
Journal of Educational Administration
Journal of Services Marketing
Management in Education
Organizational Behavior and Human Decision Processes
Bolton Interactive Study Skills Tutorials Online http://data.bolton.ac.uk/bissto/
University of Bolton Online Resources http://www.bolton.ac.uk/Students/StudyResources/ElectronicResources/Home.aspx
University of Bolton Study skills booklets http://www.bolton.ac.uk/Students/StudyResources/Library/HelpGuides/StudySkills/Home.aspx
Chartered Institute of Marketing http://www.cim.co.uk/home.aspx
|Host Subject Group:||Education|
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