Courses Catalogue

Customer Care

COURSE CODE: HT 2104
COURSE CREDIT UNIT: 3
ACADEMIC PROGRAMME: Tourism and Hotel Management, B.Sc
COLLEGE/SCHOOL/FACULTY: College of Economics and Management
STATUS: Core
PROGRAMME TYPE: Undergraduate

Course Content and Outline

  • The customer, definition, types of customers.
  • Customers and customer care, identifying customers’ needs, wants and expectations, customer care strategies, implementing customer care, customer care quality determinants.
  • Customer research, research techniques, research objectives, research activities, marketing mix.
  • Customer behavior, customer buying decision, factors influencing the customer behavior.
  • Customer-business relationship, developing strategies for good business- customer relations, techniques for measuring business-customer relations, effects of business-customer relations.
  • Customer loyalty, attracting and retaining customers, factors affecting loyalty, staff loyalty, customer satisfaction.
  • Customer complaints and compliments, different categories of customers and how to handle them, team work.
  • Customer-led-communication, business-customer communication, influence of communication on business-customers relations.

MODE OF DELIVERY

Lectures

Reading assignments

Practical assignments

Field trips

Documentaries

 INSTRUCTIONAL MATERIALS AND / OR EQUIPMENT

Whiteboard and Markers

Flip Charts

LCD Projectors

CDs, DVDs and Tapes