EDM3101 Customer care and public relations

The course is aimed at equipping students with business management techniques and governance, how to relate with customers and clients from heterogeneous environments, apply customer analysis skills in order to best appreciate how to satisfy the customer and fundamental principles in managing communication with the public. 

Course Objectives   
To enables students to:

• To equip students with a customer-centric mindset.
• To appreciate the customer satisfaction models and communication skills needs to achieve customer care.
• To enable the students to apply customer analysis skills in order to best appreciate how to satisfy the customer.
• To provide a student with the fundamental principles in managing communication with the public at large.
• To equip students with key public relations tactics like spin, brand management, impression management and press releases.
• To effectively carry out reputation management, media intelligence and media manipulation.

Learning Outcomes
By the end of this course the students should be able to:

• To apply a customer-centric mindset in achieving customer satisfaction.
• To display application of customer satisfaction models, and the appropriate communications skills to bring about the desired level of customer satisfaction.
• To effectively apply customer analysis in order to undertake customer profiling in the most effective, efficient manner thus creating value for the organization.
• To conduct a communication campaign, that is able to address different target audiences of the public.
• To effectively display and apply different public relations tactics like spin, brand management, impression management and press release.
• To carry out reputation management techniques, conduct a media intelligence survey and perform manipulation of the media.