This course highlights the key principles, attitudes, and techniques needed to provide excellent customer service in today's global business environment. Major topics covered include (1) defining and understanding the importance of quality customer service to build a competitive advantage for a business and strong relationships with the business's customers; (2) developing communication skills so that students have the knowledge, skills, and abilities to meet or exceed customers' expectations; (3) managing one's attitudes, motivation, stress, and time to promote positive day-to-day interactions on the job; and (4) identifying potential customer service breakdowns in order to recover the service relationship and build customer loyalty. Throughout the course attention will be given to developing students' emotional intelligence, leadership abilities, and career opportunities.
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