School of Secretarial Studies

Diploma in Executive Secretaryship Home Semester & Subjects Calendar & Timetable Video Seminars Other Subjects 1. DES1101 Business English & Presentation Skills 2. DES1102 Text Processing & Keyboarding 3. DES1103 Office Practice 4. DES1104 Basic Shorthand 5. DES1201 Business Communication I 6. DES1202 Business Studies 7. DES1203 Information & Communication Technology 8. DES1204 Office Administration 9. DES1301 Public Relations 10. DES1302 Communication and Task Management 11. DES1303 Workplace Ethics 12. DES2101 Business English II 13. DES2102 Basic Accounting 14. DES2103 Management Theories I 15. DES2104 Management Information I 16. DES2201 Business Communication II 17. DES2202 Human Resources Management I 18. DES2203 Management Theories II 19. DES2204 Management Information II 20. MPW1113/MPW1123 Bahasa Kebangsaan A/B 21. MPW1133 Malaysian Studies 22. MPW1143/MPW1153 Moral/Islamic Studies 23. DES3101 Human Resources Management II 24. DES3102 Customer Care 25. DES3103 Organising Skills 26. DES3104 Personality Development Programs Offered 1. Certificate of Office Administration 2. Diploma in Executive Secretaryship 3. Diploma in Corporate Administration » All stamfordonline Courses

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SUBJECT CODE	: DES3102
SUBJECT NAME	: CUSTOMER CARE
SEMESTER	: 7
CREDIT HOURS	: 4
SCHOOL	: School of Secretarial Studies
COURSE	: Diploma / Diploma in Executive Secretaryship

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Lecture Notes :	DES 3102 Lecture 1.pdf DES 3102 Lecture 2.pdf DES 3102 Lecture 3.pdf DES 3102 Lecture 4.pdf DES 3102 Lecture 5.pdf DES 3102 Lecture 6.pdf DES 3102 Lecture 7.pdf DES 3102 Lecture 8.pdf DES 3102 Lecture 9.pdf
Past Exam Paper :
Syllabus :	DES3102.pdf

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OBJECTIVES

Objectives of this unit are:

• Understand what customer care consists of and how it is applied in different cultures.
• Understand the role of reliable systems in providing effective customer care.

LEARNING OUTCOME

Upon completion of this unit, students will be able to:

• Demonstrate and apply an understanding of effective communication with customers.
• Identify customer problems and evaluate ways of solving them.
• Investigate and draw conclusions about the delivery of customer care in a particular organisation.

SYNOPSIS

Unit 1 Understand aspects of customer care. Identify customer and organisational culture. Recognize regional national cultures in customer care.

Unit 2 Understand and apply organisational service procedures and systems. Work with others to produce reliable customer care. Demonstrate personal reliability in the delivery of customer care. Identify what to do when systems go wrong.

Unit 3 Identify different forms of communication for different customers. Respond effectively to the needs and feelings of customers. Understand and apply effective information exchange techniques between the organisation and the customer.

Unit 4 Identify and interpret customer problems. Understand and generate solutions, which please the customer. Determine how to prevent problems reoccurring.

Unit 5 Gather customer feedback from a service organisation or a section of it. Analyse data in relation to both service procedures and personal behaviours. Write a report, which examines how well the organisation meets customer expectations.