The course aims at familiarizing students with key concepts of customer and care service and equip students with the skills necessary to enable them handle customers effectively in their profession and turn an integrated approach of dealing with behavior of people in work places as well as customers.
Customer Care is an essential guide to creating excellent customer service that will not only satisfy customers and prompt orders, but also cement customer relationships and develop loyalty and thus increase profits. The course unit covers every aspect of the customer care process including how to: find out what customers want and gain market share; create a customer-focused team; achieve continuous improvement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for the business.
Course Objectives
- Familiarize students with key concepts of customer and care service
- Equip students with the skills necessary to enable them handle customers effectively in their profession
- Explain integrated approach of dealing with behavior of people in work places as well as customers.
Learning Outcomes:
At the completion of this course, students should be able to:
· Explain the importance of handling customers and customer retention
· Appreciate the nature of and importance of customer service and care.
· Describe the factors that influence the buying behavior of hospitality services by the customers
· Appreciate customer management, and customer dissatisfaction through effective complaint management.