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Service Management and Leadership
Description: Quality customer service is critical, regardless of the industry we are working in. The service culture within an organization is just as important and can be the deciding factor between success and failure. Understanding how to provide an affective level of service is only half the battle, and knowing how service permeates an organization offers considerable benefits. This course introduces students to the value that needs to be placed on service and how implementing a culture and service strategy can assist an organization in rising above its competition. This includes placing great emphasis on the principles, values and service strategy employed from the top down. This course addresses indicators of quality service, employee commitment to customer satisfaction, workforce training and leadership to maintain customer relations over time. These concepts will be used to create and implement a customer service-training module. In addition, customer decision-making, factors influencing customer interactions, relationship building, and company policies and procedures are evaluated in a context of customer relations. Letter grade only.
Units: 3
No sections currently offered.
Prerequisite: ENG 105 or ENGY 102
Service Management and Leadership
Term : Summer 2018
Catalog Year : 2017-2018
SIMY 259 - Introduction To Exceptional Customer Service
Description: Quality customer service is critical, regardless of the industry we are working in. The service culture within an organization is just as important and can be the deciding factor between success and failure. Understanding how to provide an affective level of service is only half the battle, and knowing how service permeates an organization offers considerable benefits. This course introduces students to the value that needs to be placed on service and how implementing a culture and service strategy can assist an organization in rising above its competition. This includes placing great emphasis on the principles, values and service strategy employed from the top down. This course addresses indicators of quality service, employee commitment to customer satisfaction, workforce training and leadership to maintain customer relations over time. These concepts will be used to create and implement a customer service-training module. In addition, customer decision-making, factors influencing customer interactions, relationship building, and company policies and procedures are evaluated in a context of customer relations. Letter grade only.
Units: 3
No sections currently offered.
Prerequisite: ENG 105 or ENGY 102