HT141 :  Customer Service Management

This course provides a historical perspective of the customer service industry as it directly relates to the hospitality industry. The course will focus on developing excellent customer service skills, dealing with guest problems through service recovery actions and differentiating between technical job performance skills and service skills to complete tasks. A total quality management approach with a global perspective to customer service is employed. The importance of guest service as an essential ingredient in Hospitality is examined as it influences guest retention and business profitability.
Prerequisite: RD090 and WR090, each with a grade of "C" or better; or placement above stated course levels.
Credit Hours: 3
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