DBA2204 Customer Care and Management

For any business to succeed providing an excellent level customer service is vital, not only does this build loyal and returning customers but also increases the level of recommendations you receive. Customer service representatives have a significant impact on how an organisation is perceived by its customers; they build an organisations credibility, reputation and overall success

Course Objectives
This course is intended to help students to:

• Identify customer needs and provide the best available service
• Provide a fit to meet customer needs
• Implement appropriate strategies for meeting changing customer needs
• Handle requests that cannot be met, or outside the scope of their responsibility
• Turn difficult customers/situations into opportunities for the organization
• Professionally communicating with difficult customers
• Identify the hot spots that cause customer frustration

Learning Outcomes
Upon completing this course, students will be able to:

• State what customer service means
• Recognise how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Deal appropriately with difficulty customers
• Provide outstanding customer service over the phone
• Connect with customers through online tools