HOST 165 - Managing Customer Service

5 Credits

Managing customer service is paramount to success as a manager. This course will communicate concepts that make up effective management of customer services in two ways. First, an examination of theoretical conceptualizations and established best practices in customer service and customer service training will take place. This includes management foci such as employee empowerment, setting expectations, benchmarking successes, globalization, cross-cultural communication, and the increasing role of information technology. Subsequently, experiential learning will take place with a focus on critical thinking, self-critique, case study examinations including components of roleplay, and negotiation of complex situations.

Fees

Quarters Typically Offered

Fall Day, Online

Spring Day, Online

Designed to Serve All students who plan to manage a staff during the tenure of their career.
Active Date 2012-09-28

Grading Basis Decimal Grade
Class Limit 28
Shared Learning Environment Yes
Contact Hours: Lecture 55 Lab 0 Field Studies 0 Clinical 0 Independent Studies 0
Total Contact Hours 55
Degree Distributions:
ProfTech Course Yes
Restricted Elective Yes
Course Outline
Learners completing this course will comprehend the following: 1) Strategic planning including mission, vision, values, & goal-setting; 2) Employee motivation and power dynamics; 3) Management functions and mentorship; 4) Collaboration, communication, listening, and feedback; 5) Conflict management; 6) Building loyalty & trust with employees and customers; and 7) Sustainability in business environments.

Student Learning Outcomes
Learners will construct effective strategic plans including personal and organizational mission, vision, and value statements.

Learners will apply management theories seminal to customer service situationally.

Learners will evaluate the role of effective management in customer service settings.

Learners will effectively communicate, verbally and in writing, in internal and external customer service situations.

Learners will interpret processes and outcomes of management and leadership styles.

Learners will assess the impact of customer service on organizational successes.