ObjectivesThis innovative course has been developed to address the worldwide growth in service industries and the need for managerial level skills in services marketing and managing the customer supplier relationship. The scale of the worldwide industry has created a demand for formal qualifications, talent and expertise at managerial level. The course is therefore designed to equip you with the advanced knowledge, skills and confidence to succeed as a professional in the strategic management of customer service and its related fields. For example: services marketing; customer service; customer retention / relationship management; call centre management; account management; service design and service quality management. The course is also based on the innovative delivery of modules, which are aimed at meeting the needs of a diverse group of students. Students can specialise in a field of particular interest through an individual research project.
Entry requirementsEntry requirements Applicants should hold a UK honours degree or recognised equivalent in any discipline and (preferably) relevant work experience.
Academic titleMSc Strategic Customer and Service Management
Course descriptionModules
-Customer Service Studies
-Strategic Perspectives on Marketing
-The Customer Experience
-Exploring Customer Relations
-Measuring and Improving Service Performance
-Managing Service Operations
-Managing Customer Contact
Assessment
Assessments will be carried out on both an individual and group basis and will include marketing research reports, presentations, case studies, essays, seminar papers, and an in-depth investigation into a chosen issue.
Course content The course adopts a thematic approach covering topics such as: strategic thinking; consumer behaviour; services marketing; customer relationship management; customer satisfaction measurement; service operations management and contact centre management.
Employability and careers: life after university
This course has been designed to ensure that when you graduate you leave with a set of practical skills and abilities that will enhance your employability. Graduates of the course have a wide range of potential career opportunities, these include roles in: customer service management; customer retention management; call centre management; account management, business development; retail management, wider marketing/service quality management; associated consultancy roles and service operations management. Career opportunities in general management roles will also be relevant.
Graduate employability
The course cultivates the professional skills, experience and knowledge suitable for a wide range of careers in the management of customers and service. In addition, a Masters degree is an ideal foundation for further research at PhD or MPhil level.
How do you study?
Teaching and learning methods include: small group tutorials; research supervision; interactive teaching; industry workshops (guest speakers and project-work); supported e-learning; guided and directed individual and group study (before, during and after modules); and a variety of multimedia approaches.
Induction
An induction programme at the start of the course introduces you to the staff, outlines the course and offers opportunities to explore the various available learning and support resources which include the library, careers service, international office and student support services. Additional language support will be provided as appropriate during the course to aid your learning.
Professional development
Student membership to the Society for Consumer Affairs Professionals in Europe is included in the course fees.
Professional recognition Nottingham Business School is one of the UK’s leading full service business schools, providing a wide range of Business and Management education services for individuals and organisations. The School’s reputation within the international and global business world continues to go from strength to strength as a result of its consistent performance in terms of accreditation, student performance and research, and its impressive client base.
Resources and facilities Nottingham Business School’s professional approach to management education is supported by a suite of state-of-the-art teaching rooms and the latest in communication and information technology. The School provides a high quality management learning environment, designed to encourage creative thinking about real world issues confronting managers and their organisations.