MKT260 — Customer Service Management
Course ID 558434 Examines the role of customer service in achieving a firm’s long-term goals; discusses the basic principles of effective customer service; explores the tasks and responsibilities of a customer service manager. Includes such topics as purpose of customer service; establishment of customer service goals and policies; recruitment, selection and training of customer service employee’s motivation techniques; empowering employees for better decision making; and evaluation of customer service employee and program. Lecture 3 hours per week.