HRM210 — Managing Customer Service for the Hospitality Industry
3 , 3 lecture periods 0 lab periods Introduction to managing customer service expectations and experiences, with strategies and tactics for managing the customer service experience in all hospitality enterprises. Emphasis on customer satisfaction, customer retention, company profitability, and differing customer service approaches analyzed and evaluated. Topics include: exceptional customer service, communication with the internal customer, handling guest complaints, and managing customer relations. Also includes: how to create a positive customer service climate that harnesses the natural talents of service professionals; guidance on the hiring, training, supporting, retention, and empowerment of service professionals. Describe different types of customer service issues and solutions and the steps/actions required for improving a service system within the hospitality industry. Explain the appropriate evaluation tools for hiring service professionals and assessing their natural talents. Describe how various organizational elements work together to promote the successful delivery of customer service. Performance
Prerequisites: HRM100