HTM 131 - Customer Service

Lecture Hours: 4
Credit Hours: 4

Provides an in-depth study of the methods and techniques employed by the hospitality and tourism industry to accomplish effective and efficient customer service operation. Covers the full spectrum of quality service delivery, from the customer’s unique perspective. Outlines customer expectations for both task completion and quality experience. Discusses key personal traits, skills, and techniques for successful service delivery, including conflict resolution. Covers the unique perspectives of service in a 24/7 business environment. Includes combined discussions of management theory, systems, decision-making, and leadership directly relevant to any profession with emphasis on the hospitality industry.