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Customer care in insurance

The course will introduce the students to the key concepts of customer care with special emphasis on the insurance sector. A number of customer service topics related to improving the service companies provide to their clients and customers will be handled.

Course objectives:

  1. To portray the value of good customer handling in attainment of organization’s mission and business success.
  2. To introduce students to skills of communicating to customers and effective problem management.
  3. To equip students with skills of planning and handling the customers

 Learning outcomes

Upon completion of this course, the learner should be able to;

  1. Understand how to handle customer objections and complaints positively
  2. Have acquired skills on the need and how to create a good first impression to a customer.
  3. To develop knowledge and skills in customer service
Further reading
  • Abromovitz, L.& Abromovitz,H.(1997). Ensuring quality: how to improve quality, compliance, customer service and ethics in the insurance industry. Amazon .com
  • Arnould, Eric et al., (2004). Consumer behavior. McGraw-Hill/Iwin.
  • Flippo,E., B. (1984). Personnel management: McGraw-Hill series in management.
  • Foxall, G., R.,et al., (2005). consumer psychology for marketing. London and New York. international Thompson business press
  • Guffey,M.E.&Loewy, D (2010). Business communication, process and product (7th ed.). Southwestern cengage learning.
  • Komuhendo, M. (2012). Understanding customers: Mukono bookshop printing & publishing company
  • Kotler P., Makens, J., & bowen,J (2007). Marketing for hospitality and tourisim management .4th ed pearson education Asia
  • leonard L. Berry,L., L. Venkatesh,S., Tunner J., P., Cadwallader, S., & Dotzel, T., (2007). Creating new markets through service innovations.
  • Newstrone, J., & Davis, K. (1993). Organizational behavior human behavior at work
  • Pierre., S. (2009). Increase your sales,retentional behavior. human behavior at work:
  • Rai,A.K& medha,s.(2013). the Antecedents of customer loyality : An emperical investigation in life insurance context. journal of competitiveness. vol.5.No 2pp.139-163. ISSN 1804-171x (print), ISSN 1804-1728 (on-line)
  • Rice, C. (1997). Understanding customers. 2nd edition. marketing series: students. CIM TEXT. ROUTLEDGE. AMAZON .COM.
  • Wearne,N.(2001). Hospitality marketing; hospitality press pty ltd
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