Brief Course Description
1. Course Title:
(EN) Service Management and e-business
2. Language of Instruction:
Tiếng Anh
3. Course Code:
BUS603021
4. Credits:
3
5. Course Objectives:
Understanding of Service Management
Mastering the basic concepts: Students will take the concepts and principles of service management.
Understanding the service process: Students will clearly understand the steps in service process from customer seeking, pitching, consultation, negotiation to closing sales and after sales service.
Service Management Skills Development
Communication and Negotiation Skills: Students will develop effective communication and negotiation skills in service activities.
Service Team Management Skills: Students will learn how to build, manage and motivate a service team to achieve sales targets.
Analysis and Evaluation Skills: Students will develop skills to analyze service data and evaluate the effectiveness of service strategies.
Applying Digital Technology in Service Business
Understanding Digital Business: Students will gain key concepts and trends in digital business.
Using Digital Business Tools: Students will learn how to use digital tools and platforms such as CRM, marketing automation, data analytics, e-commerce, etc
Managing Digital Customer Relationships: Students will understand and apply customer relationship management strategies in a digital environment
6. Brief Description of Course Content:
This course focuses on the main contents of service business management principles, service strategy development, analysis of the five gaps model of service quality, service quality model, service design and development management, and service implementation organization to achieve the best business efficiency. In short, this course aims to provide knowledge and skills on service business management in the most effective way.