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Challenges and Survival Strategies

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Submitted By mirray
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TAITA TAVETA UNIVERSITY COLLEGE
DEPARTMENT: BUSINESS STUDIES & ECONOMICS DEPARTMENT
UNIT: HPS 2405: MANAGEMENT OF CUSTOMER SERVICE (45 Hours)

PRE-REQUISITES : None * Instructor: Thomas Makungu
Meets: Monday 1400 to 1700 Hrs AB4 006 Main Campus
Contacts: E-mail: thomas.lecture@gmail.com Phone: 0722 393 653
Office Hours: Monday - Wednesday- 0800- 1700 Hours.

Course purpose This Course will equip Students with the skills required to confidently manage high levels of customer service. Students will look at different types of customers and the ways in which they behave. It will give enable them to be able to solve difficult situations and manage awkward customers.

Learning Outcomes

This course will provide the student with the following: * An understanding of what customer service involves * A knowledge of customer service culture * Basic customer communication skills * Knowledge of customer service and behavior * Skills for handling customer problems Course Description
Essential elements of customer service, development of customer oriented culture in purchasing and Supplies functions; customer sourcing and identification of their needs; identifying products/services offered by customers; effective point and means of serving customers; after sales service to customers; ethics and customer service; effective communication and customer service; bar coding and delivery of product/service to customers; measuring customer satisfaction; handling of difficult and hostile customers.
Teaching Methodology
Lecture, problem-based learning, instructor-facilitated discussions, class presentations by students, email and other online interaction media.
Instructional Materials:
White/Black Boards, LCD projector & Computers, Flipcharts, televisions, videos Academic Policies * Attendance & Class

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