HRTM - 124
Catalog Year: 2017
This course will explore the importance of managing for excellent customer service. Students will examine customer service techniques and staff development procedures, as well as staff and customer retention policies. Students will learn the concepts, principles and strategies used in treating customers as guests, and how to create an exceptional and pleasurable experience for them. The course will cover the topic of managing guest relations and customer service through academic studies. Students will utilize case studies to investigate organizations that excel in managing quality of service.