realization of project ability to apply the concept of LO714 stainability to Seminar Class constructionproject participation. Final exam Be able to read english literature in construction Seminar LO811 Discuss and answer Case analys Class questions in Self-study ofessional english 6. Course Content Unit 1 Customer service Theory class hour: 8 Teaching Content: 1.1 What is Customer Service? L2 Reactive Service vs Proactive service Knowledge Requirements: Introduce the conception of customer service Distinguish the function and goal of customer service management Ability Requirements Understand the importance of the customer service management Teaching Emphasis Conception of customer service Unit 2 Customer: Satisfaction Manager Theory hour: 8 Teaching Conten 2.1 Four Elements of customer satisfaction Knowledge requirements: Know the meaning of the customer satisfaction Understand the four factors affecting customer satisfaction Ability Requirements Discuss the critical characteristics of customer satisfaction Teaching Emphasis Important moment in building customer satisfaction Unit 3 Employee: Service Skills Theory hour: 8 Teaching Content 3. 1 Language engineering 3.2 Service Recovery 3.3 Building Customer Loyalty 3.4 Cost, value and pricing Ige requirements Language skills in offering customer service Service recovery skills Ability requirements: Provide a way to develop the ability to make service recovery6. Course Content Unit 1 Customer Service Theory class hour: 8 Teaching Content: 1.1 What is Customer Service? 1.2 Reactive Service VS Proactive Service Knowledge Requirements： Introduce the conception of customer service Distinguish the function and goal of customer service management Ability Requirements: Understand the importance of the customer service management Teaching Emphasis: Conception of customer service Unit 2 Customer: Satisfaction Manager Theory hour: 8 Teaching Content: 2.1 Four Elements of Customer Satisfaction 2.2 Moment of Truth Knowledge Requirements： Know the meaning of the customer satisfaction Understand the four factors affecting customer satisfaction. Ability Requirements: Discuss the critical characteristics of customer satisfaction Teaching Emphasis: Important moment in building customer satisfaction Unit 3 Employee: Service Skills Theory hour: 8 Teaching Content: 3.1 Language Engineering 3.2 Service Recovery 3.3 Building Customer Loyalty 3.4 Cost,value and pricing Knowledge Requirements： Language skills in offering customer service Service recovery skills Ability Requirements: Provide a way to develop the ability to make service recovery realization of project objectives. 3 LO714 Ability to apply the concept of sustainability to constructionproject management. Lecture. Seminar. Case analysis. Group presentation. Class participation. Final exam. 4 LO811 Be able to read English literature in construction management. Discuss and answer questions in professional English. Lecture. Seminar. Case analysis. Self-study. Group presentation. Class participation