Examines the role of customer service in achieving a firm’s long-term goals; discusses the basic principles of effective customer service; and 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 employees; motivation techniques; empowering employees for better decision making; and evaluation of customer service employees and program.

Lecture Hours: Lecture 3 hours per week.
Semester(s) Offered: Fall Only

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