Customer Behaviour & Customer Service

Course Description

Learn to perform consumer analyses to develop an effective marketing strategy. Examine the principles of individual, group and social dynamics influencing consumer behaviour. Review the consumer decision-making process and marketing approaches that can be used to improve consumer sales performance and customer satisfaction. Students will also focus on strategies for reaching company goals, dealing with complaints and problems, winning back customers, providing exceptional service, problem-solving, time and stress management service skills and creating loyal customers. It emphasizes the importance of effective communication and the impact of globalization on customer service.