BA234 - Bachelor of Customer Service Management (Hons)
BA264 - Bachelor of Business in Service Management (Honours)

Universiti Teknologi MARA offers a Bachelor’s Degree in Customer Service Management through the Faculty of Business Management. The Customer Service Management is the first degree programme offered in Malaysia and no other local universities of colleges offer a similar programme. Being the first to offer this programme, students will have the opportunity to explore and experience various aspects of customer service which include service culture, characteristics of a customer focused organization, competitive strategies within services and service quality. Customer service is having an ever-increasing influence on the competitive advantages of global business. Therefore, this programme can be seen as a significant turning point for customer service industry in Malaysia.

In order to well-equip graduates of this programme, thus courses that cover these broad areas of customer service, administrative management, computer and information technology, research, communication and language are offered throughout the three-year academic experience. Some electives are also offered to put an extra edge and knowledge to the students.

This programme is specially designed to produce highly qualified graduates to fulfill the current labour market needs. Graduates of this program will have extensive job opportunities and a clear career ladder in various industries pertaining to customer service management.

Program Overview

This program covers

• Customer Service
• Marketing in Customer Service
• Contact Centre Management
• Leadership in Customer Service
• Understanding Consumers
• Customer Service Principles
• Service Management
• Conflict Management & Negotiation Strategies
• Managing Customer Knowledge & Relationship
• Quality in Customer Service
• Issues in Customer Service

Program Content

Year 1

Semester 1

• Co-Curriculum I
• Third Language I
• Falsafah Dan Isu Semasa
• Immediate Financial Accounting & Reporting
• Business Law
• End User Applications
• Principles & Practice of Marketing
• Principles & Practices of Management

Semester 2

• Co-Curriculum II
• Third Language II
• English for Critical Academic Reading
• Economics
• Financial Management
• Introduction to Operations Management
• Introduction to Human Resource Management
• Customer Service Principles

Year 2

Semester 3

• Co-Curriculum III
• Third Language III
• English for Oral Presentation
• Personality Enrichment
• Marketing in Customer Service
• Contact Centre Management
• Leadership in Customer Service
• Elective 1: Choose 1
  • Fundamentals of Hospitality And Tourism Industry

Semester 4

• Penghayatan Etika dan Peradaban I
• Business Analytics
• Principles of Entrepreneurship
• Service Management
• Managing Customer Knowledge & Relationship
• Elective 2: Choose 1
  • Digital Workforce
  • Digital Entrepreneurship
  • Digital Marketing
• Elective 3

Year 3

Semester 5

• English Exit Test
• Issues in Customer Service
• Strategic Customer Management
• Research Methods
• Quality in Customer Service
• Conflict Management & Negotiation Strategies
• Elective 4

Semester 6

• Internship

Career Prospect

Executive and middle level management positions in industries related to

• Customer Service Management
• Health & Wellness
• Hospitality & Tourism
• Banking, Finance & Insurance
• Retailing
• Telecommunications
• Research & Consultancy
• Entertainment

Program Availability

This program is offered at UiTM Selangor

Course Coordinator:
NORFAZLINA GHAZALI
Department of Entrepreneurship and Marketing Studies
norfazlina4843@uitm.edu.my 
+603-3258 7022