Embedded emotional intelligence in customer service's course syllabus / Shakirah Mohd Saad

• Main Author: Mohd Saad, Shakirah
• Format: Book Section
• Language: English
• Published: Universiti Teknologi MARA, Kedah 2023
• Subjects: Learning. Learning strategies; Higher Education; Educational evaluation
• Online Access: https://ir.uitm.edu.my/id/eprint/100348/1/100348.pdf; https://ir.uitm.edu.my/id/eprint/100348/

Government efforts to align education with the demands of national development have always been a defining feature of educational progress and reform in Malaysia. Curricula development that provides education for human resource development to fulfil the nation’s social, economic, and political development continues to be the essence of educational development and reform. Universiti Teknologi MARA’s (UiTM) course syllabus aims to uphold the university’s vision, mission, and objectives, as well as the Malaysia Education Blueprint (2015-2025 (Higher Education)) and other national policies (Curriculum Review, n.d). Beginning in October 2022, the Diploma in Business Studies at UiTM has included a customer service course in its curriculum. This course introduces the foundations of customer service skills in today’s business environment. Students will be exposed to the customer service environment, establishing and maintaining longterm customer relationships, handling challenging customers, and the use of various technological advancements in today’s competitive customer service industry (Akari Software, n.d). Students are expected to apply the concept of customer service in business and demonstrate interpersonal and personal skills in customer service (Akari Software, n.d). The curriculum should thus be flexible, dynamic, competitive, and relevant to current and future needs. An excellent curriculum should be embedded continuously with variables that add value to the course. Embedded emotional intelligence can be explored further as the variable to improve this course in order to increase students’ competency.