...TAITA TAVETA UNIVERSITY COLLEGE DEPARTMENT: BUSINESS STUDIES & ECONOMICS DEPARTMENT UNIT: HPS 2405: MANAGEMENT OF CUSTOMER SERVICE (45 Hours) PRE-REQUISITES : None * Instructor: Thomas Makungu Meets: Monday 1400 to 1700 Hrs AB4 006 Main Campus Contacts: E-mail: thomas.lecture@gmail.com Phone: 0722 393 653 Office Hours: Monday - Wednesday- 0800- 1700 Hours. Course purpose This Course will equip Students with the skills required to confidently manage high levels of customer service. Students will look at different types of customers and the ways in which they behave. It will give enable them to be able to solve difficult situations and manage awkward customers. Learning Outcomes This course will provide the student with the following: * An understanding of what customer service involves * A knowledge of customer service culture * Basic customer communication skills * Knowledge of customer service and behavior * Skills for handling customer problems Course Description Essential elements of customer service, development of customer oriented culture in purchasing and Supplies functions; customer sourcing and identification of their needs; identifying products/services offered by customers; effective point and means of serving customers; after sales service to customers; ethics and customer service; effective communication and customer service; bar coding and delivery of product/service to customers; measuring customer satisfaction;...
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...Department of Information Technology ENDT200: Introduction to Programming Credit Hours: 3 Length of Course: 8 Weeks Prerequisite(s): None | Table of Contents | Instructor Information | Evaluation Procedures | Course Description | Grading Scale | Course Scope | Course Outline | Course Objectives | Policies | Course Delivery Method | Academic Services | Course Resources | Selected Bibliography | Instructor Information | Instructor: Jason T. Black, PhD (also called “Dr. B”) Email: Use the Messages feature in the classroom to email me. Table of Contents Course Description (Catalog) | This course introduces students to writing computer programs. The class presents the principles of structured programming using the BASIC language, perhaps the most common language for personal computers. Because of its ease of use it is ideal as a first programming language and runs on both the PC and Macintosh platforms. The course is designed for people without previous programming experience who do not necessarily plan on becoming professional programmers. However, the knowledge gained in the class can be applied later to other languages such as C and Java. Participants learn to solve problems logically by breaking them into smaller pieces, which can then be solved. Topics include: introduction to computing - how does a computer work?; input and output - getting information to and from the user; variables and expressions - performing arithmetic; data...
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...Assessment could be defined as the “process of gathering, interpreting, recording and using information about students’ responses to an educational task. “(Harlen, Gipps, Broadfoot, Nuttal. 1992. P.214) It is a part of everyday life for all teachers; it is an integral part of teaching and learning and is a basis for planning lessons and schemes of work based on national curriculum. The main function of assessment is to support teachers and learners in achieving their objectives and aims; by providing information about the progress of learners and by helping institutions to improve and perform better. Assessment can sometimes be seen as something extra that teachers have to undertake, outside of their daily routines; such as invigilating exams or taking books home to mark after school; although assessment is not just marking and awarding grades. It involves identifying at what stage of learning each pupil or student is at, as well as highlighting any miscomprehensions within their learning. It is then possible for a teacher to fill these voids of knowledge and plan lessons appropriately by tailoring lessons to the academic needs of the learners. Using assessment is vital for any learning facilitator and it therefore underpinned by the governments teaching standards, which also make assessment very necessary. Teaching standard 6 requires that to “Make accurate and productive use of assessment”. (URL 5) Assessment itself is a very broad term and many variations exist with...
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