BMK* E123 - Principles of Customer Service
(Previously: BU 114)
Elective Code: B
Prerequisite: ENG* E043 or permission of the instructor
An in-depth examination of the role of customer service in creating and recreating satisfied customers. Concepts and principles are examined as applied to organizational challenges encountered in a rapidly changing, globally competitive world. Topics covered include strategy, communications, challenging customers, leadership, customer retention and excellence in customer service. Practical applications and skills are emphasized in light of modern theories and applications. Cases and skill development exercises will be used.