BHRM 2211 : CUSTOMER CARE (42 LECTURE HOURS)

Course Purpose
To equip the students with necessary information on customer care concepts and apply the
knowledge and skills acquired in ensuring and promoting excellent customer service.

Expected Learning Outcomes

At the end of this course the learners should be able to:
1. Define the term customer care;
2. Differentiate between internal and external customer care;
3. Explain what is meant by quality service in customer care; and
4. Discuss Ethical issues in customer care.

Course Content
Meaning of customer care, The meaning of quality service in customer care, Effective customer
care, Undertaking and appreciating internal customer care types of developing customer focused
attitude, Handling customer complaints, Dealing with difficult customers, Essentials in customer
care, Training for customer care service, Benefits of a customer centered organization,
Importance of customer care to an organization, Ten commandments in customer care, Reasons
for developing long relationships customers, Communication in customer care, Meaning of
personal grooming, Importance of personal grooming, Ethical issues in customer care

Teaching methodology: Lectures, tutorials, case studies, individual and group presentations,
educational trip.

Instructional Materials: Whiteboards, markers, hand-outs, presentation software, LCD

projectors and computers, Flipcharts, televisions, videos
Course Assessment
CATs/Assignment/Presentation 30%
End of Semester Examination 70%
Total 100%

Course Text Books

1. Graham Roberts, P. (2012),Customer Relationship Management: Thorogood. ISBN: 978-
1905783977
2. Gray., S. (2011).Monitoring, Measuring and Managing Customer Service: Jossey-Bass
Inc Publishers. ISBN: 9780415782661
3. Sarah, C. (2012). Customer Care Excellence, (5 th Edition). Kogan Page Limited. ISBN:
97808213892270

Reference Text books

1. Leonard.,B.(2014). On Great Service: A Framework for Action.ISBN:978-0029185551
2. Gary.,V. (2014). The Thank for Economy.ISBN:978-0061914188
3. Bradley., G. (2013). Managing Customer Value. ISBN:978-0029110454

Course Journals
 1. Customer Care Services. ISSN: 2249-1058
2. The Role of Customer Complaints. ISSN: 1923-4007
3. Enterprise development & microfinance. ISSN: 1755-1978 print 1755-1986 online.
4. Journal of microfinance ISSN: 1527-4314

Reference Journals
1. Journal of Retailing and customer service. ISSN: 0969-6989
2. International Journal of economics and finance ISSN: 1916-971X
3. Journal of international development ISSN: 1099-1328