ITC133 Customer Support Management (8)

This subject is designed to provide an understanding of the customer contact management methodology and technology. It includes a study of communication technology and standards underlying the applications and management methods that support this field. Job roles and functions within the organisation and an understanding of the team work environment will be covered in detail. Students will also be presented with contemporary approaches in preparation of reports for management, understanding employee training and maintaining standards in the customer support area.

Availability

Session 2 (60)
On Campus
Albury-Wodonga Campus
Bathurst Campus
CSU Study Centre Melbourne
CSU Study Centre Sydney
Wagga Wagga Campus
Online
Wagga Wagga Campus

Continuing students should consult the SAL for current offering details: ITC133. Where differences exist between the Handbook and the SAL, the SAL should be taken as containing the correct subject offering details.

Subject Information

Grading System

HD/FL

Duration

One session

School

School of Computing and Mathematics

Assumed Knowledge

Background knowledge at the level of ITC105

Learning Outcomes

Upon successful completion of this subject, students should:
  • be able to identify the history of computer support and understand its role;
  • be able to describe the basic customer relationship skills required in the support environment;
  • be able to develop, refine and demonstrate the necessary technical writing skills to write concise and accurate customer contact reports;
  • be able to discuss problems relating to helpdesk operations;
  • be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.

Syllabus

This subject will cover the following topics:
  • History of computer user support.
  • Introduction to customer service communication skills.
  • Document planning and technical writing.
  • Troubleshooting.
  • Common support problem identification methodology.
  • Introduction to helpdesk operations.
  • Managing user support and cost-benefit analysis.
  • Quantifying support standards.
  • Introduction to training users.
  • Topical Choice: Customer helpdesk psychology.
  • Topical Choice: Best practices, crowd support technology.
  • Topical Choice: Support via the cloud, best practices, mobile support systems.

Indicative Assessment

The following table summarises the assessment tasks for the online offering of ITC133 in Session 2 2019. Please note this is a guide only. Assessment tasks are regularly updated and can also differ to suit the mode of study (online or on campus).

Item Number
Title
Value %
1
Subject basics & customer support
5
2
Customer relationship skills
10
3
Solutions in customer support
18
4
Support standards & solutions
17
5
Final exam
50

The information contained in the CSU Handbook was accurate at the date of publication: July 2020. The University reserves the right to vary the information at any time without notice.

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