This course tackles the important issues facing customer service providers and customer service managers today. It provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of the current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. The course will involve lectures, videos, readings, role plays, case studies and group discussions of current issues in services marketing and customer service strategies.
Prerequisite: MNGT 143