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Certificate for Module (Shopper Relations and Customer Services)
證書(單元 :客戶關係和顧客服務)

CEF Reimbursable Course

CEF Reimbursable Course

Course Code
MK087A
Application Code
2075-MK087A

Study mode
Part-time
Start Date
16 Mar 2023 (Thu)
Next intake(s)
To be advised
Duration
42 hours
Language
English
Course Fee
HK$4,350 (Subject to change)
Deadline on 18 Feb 2023 (Sat)
Enquiries
28678316/ 28678324
28610278
Apply Now

The programme aims to stress the importance of customer-centric service in retailing business and to develop students’ knowledge and skills of customer services for retailers and shopping malls. They will also learn how to establish a long-term shopper relationship and enhance the shopping experience and satisfaction.

It is crucial for companies to build long-lasting customer relationships which can be leveraged to expand their loyal customer base, extend their market share, and to uplift sales income.

This programme is developed to equip our students with customer-centric services, customer relationship management (CRM), customer service communication skills, and service quality control, etc. in order to enrich the shopping experience of the customers and establish loyal customer base.

On completion of the programme, students should be able to

  1. explain the benefits of shopper relationship and shopper experience;
  2. examine the customer journey and linking customer expectations to customer value;
  3. apply customer-centric relationship management strategies to enhance customer value and establish customer relationship; and
  4. apply appropriate customer-centric service skills and service recovery knowledge to customer satisfaction and retention.

The following topics will be covered:

  • Understanding Shoppers’ Relationships
  • Managing Shopper Journey
  • The Evolution of Customer Relationship Management (CRM)
  • Managing Customer Experience
  • Customer-Centric Service Skills
  • Complaint and Service Recovery Management
  • Customer Loyalty and Retention

Assessment:

The assessment includes individual assignment and examination.

Award:

Students who have successfully fulfilled the course assessment (i.e. passed the individual assignment AND examination PLUS attended at least 70% of the classes) will be awarded within the HKU system through HKU SPACE "Certificate for Module (Shopper Relations and Customer Services)".

Application Code 2075-MK087A Apply Online Now
Apply Online Now

Days / Time
  • Thursday, 7:00pm - 10:00pm
Duration
  • Regular Lectures:
    Weekdays 7:00pm - 10:00pm (Occasionally on Saturday morning or afternoon)

This programme comprises 36 hours (12 sessions) of lectures and 6 hours (2 sessions) of tutorials. 

TIMETABLE

Lecture

Date

Weekdays

Time

1

16/03/2023

Thursday

19:00-22:00

2

23/03/2023

Thursday

19:00-22:00

3

30/03/2023

Thursday

19:00-22:00

4

06/04/2023

Thursday

19:00-22:00

5

13/04/2023

Thursday

19:00-22:00

6

20/04/2023

Thursday

19:00-22:00

T1

27/04/2023

Thursday

19:00-22:00

7

04/05/2023

Thursday

19:00-22:00

8

11/05/2023

Thursday

19:00-22:00

9

25/05/2023

Thursday

19:00-22:00

T2

30/05/2023

Tuesday

19:00-22:00

10

01/06/2023

Thursday

19:00-22:00

11

08/06/2023

Thursday

19:00-22:00

12

15/06/2023

Thursday

19:00-22:00

Exam

29/06/2023

Thursday

19:00-21:00

  • The programme team reserves the right to change the above timetable if necessary.
  • All classes are subject to sufficient enrolment.
TEACHING VENUE
  • Admiralty Learning Centre

Applicants shall:

  1. have gained in the HKALE Grade E in 2 subjects; OR
  2. have gained in the HKALE Grade E in 1 subject, and have 2 years of relevant work experience; OR
  3. have gained in the HKCEE Grade E in 4 subjects, and Level 2 in English Language, and have 2 years of relevant work experience; OR
  4. have gained in the HKDSE Examination Level 2 in 5 subjects including English Language; OR
  5. hold a certificate in the marketing, business or related discipline; OR
  6. be aged at least 21 with 3 years of relevant work experience.
Application Fee

HK$150 (Non-refundable)

*Application fee will be waived for graduate/ existing students of
- Advanced Diploma in Marketing and Brand Management/
- Advanced Diploma in Marketing and Retail Management/
- Advanced Diploma in Digital and Social Media Marketing/
- Advanced Diploma in Marketing, Advertising and Public Relations/
- Advanced Diploma in Marketing/
- Advanced Diploma in Marketing and Public Relations
You may complete the application form and email it with copy of your academic qualifications or work experience supporting documents to ADip.marketing@hkuspace.hku.hk

Course Fee
  • HK$4,350 (Subject to change)
  • The CEF Institution Code of HKU SPACE is 100
CEF Courses
Certificate for Module (Shopper Relations and Customer Services)
證書(單元 :客戶關係和顧客服務)
COURSE CODE 33C141442 FEES $4,350 ENQUIRY 2867-8324
Continuing Education Fund Continuing Education Fund
This course has been included in the list of reimbursable courses under the Continuing Education Fund.

Certificate for Module (Shopper Relations and Customer Services)

  • This course is recognised under the Qualifications Framework (QF Level [4])

Online Application Apply Now

Application Form Download Application Form

Enrolment Method
Payment Method
1. Cash, EPS, WeChat Pay Or Alipay

Course fees can be paid by cash, EPS, WeChat Pay or Alipay at any HKU SPACE Enrolment Centres.

2. Cheque Or Bank draft

Course fees can also be paid by crossed cheque or bank draft made payable to “HKU SPACE”. Please specify the programme title(s) for application and the applicant’s name.. You may either:

  • bring the completed form(s), together with the appropriate course or application fees in the form of a cheque, and any required supporting documents to any of the HKU SPACE enrolment centres;
  • or mail the above documents to any of the HKU SPACE Enrolment Centres, specifying  “Course Application” on the envelope.  HKU SPACE will not be responsible for any loss of payment sent by mail.
3. VISA/Mastercard

Applicants may also pay the course fee by VISA or Mastercard, including the “HKU SPACE Mastercard”, at any HKU SPACE enrolment centres. Holders of the HKU SPACE Mastercard can enjoy a 10-month interest-free instalment period for courses with a tuition fee worth a minimum of HK$2,000; however, the course applicant must also be the cardholder himself/herself. For enquiries, please contact our staff at any enrolment centres.

4. Online Payment

Online application / enrolment is offered for most open admission courses (course enrolled on first come, first served basis) and selected award-bearing programmes. Application fees and course fees of these programmes/courses can be settled by using "PPS by Internet" (not available via mobile phones), VISA or Mastercard. In addition to the aforesaid online payment channels, continuing students of award-bearing programmes, if their programmes offer online service, may also pay their course fees by Online WeChat Pay, Online Alipay and Faster Payment System (FPS). Please refer to Enrolment Methods - Online Enrolment  for details.

Notes

  • If the programme/course is starting within five working days, application by post is not recommended to avoid any delays. Applicants are advised to enrol in person at HKU SPACE Enrolement Centres and avoid making cheque payment under this circustance.
  • Fees paid are not refundable except under very exceptional circumstances (e.g. course cancellation due to insufficient enrolment), subject to the School’s discretion. In exceptional cases where a refund is approved, fees paid by cash, EPS, WeChat Pay, Alipay, cheque or PPS (for online payment only) will normally be reimbursed by a cheque, and fees paid by credit card will normally be reimbursed to the payment cardholder's credit card account.
  • In addition to the published fees, there may be additional costs associated with individual programmes. Please refer to the relevant course brochures or direct any enquiries to the relevant programme team for details.
  • Fees and places on courses cannot be transferrable from one applicant to another. Once accepted onto a course, the student may not change to another course without approval from HKU SPACE. A processing fee of HK$120 will be levied on each approved transfer.
  • Receipts will be issued for fees paid but HKU SPACE will not be repsonsible for any loss of receipt sent by mail.
  • For payment certification, please submit a completed form, a sufficiently stamped and self-addressed envelope, and a crossed cheque for HK$30 per copy made payable to "HKU SPACE" to any of our enrolment centres.