Brief Course Description
1. Course Title:
Service Management and e-business
2. Language of Instruction:
Vietnamese
3. Course Code:
SER603050
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 helps students gain basic and advanced knowledge of sales management. Students will learn to recognize and capitalize on today’s ever-changing market opportunities while effectively solving sales management problems with a diverse customers and sales force. The course also leads students to improve communication skills, develop sensibility and ethics in management and negotiation, problem-solving, upgrading skills on planning, organizing, forecasting and budgeting, recruiting and training, and leading the sales force and evaluating their performance as well. In addition, students also learn how to build long-term relationships and partnerships with potential customer and other stakeholders.