CSM603: Customer retention and service recovery / Faculty of Business and Management

This course aims to provide students with an understanding of the importance of customer retention and recovery in customer service. It is also designed to develop the expertise required to come out with the right strategies for customer retention and service recovery. Customer retention and recovery plays a very important role in maintaining good customer relationship with customers for business organizations. Issues such as complaint management, managing customer expectations, and building a culture for service recovery are also covered in this course.