HOST 166 - Global Excellence in Customer Service
Customer service is not solely the act of receiving something physical in a monetary exchange; there is also an industry built around the act of providing service to others. Your customers may not even be purchasing an item. Customer service is actually a complex process of ensuring others are satisfied with a product. Sometimes soft skills, or even ourselves, are the product. This course will introduce the complexities of customer service provision in a holistic manner while maintaining a focus on the individual. An understanding of customer service as ‘the building of a real and meaningful connection between ourselves and others’ will be reached during the tenure of this course.
Quarters Typically Offered
Designed to Serve All students interested in building real and meaningful connections with others including members of hospitality & tourism management (HOST), business, entrepreneurship, and the community at-large.
Active Date 20190612T13:19:16
Grading System Credit/Non-Credit
Class Limit 24
Contact Hours: Lecture 11
Total Contact Hours 11
ProfTech Course Yes
Restricted Elective Yes
Students will learn to establish real and meaningful connections with others through effective inter-personal communication. A focus is placed on topics such as wow factors, moments of truth, networking, communication, listening, feedback, assertiveness, empowerment, and conflict resolution.
Student Learning Outcomes
Learners will define key elements of communication that can be leveraged as tools of effective customer service provision including wow factors, moments of truth, networking, communication, listening, and more.
Learners will implement customer service tools such as listening, providing feedback, assertiveness, empowerment, communication (e.g. verbal, non-verbal), and conflict resolution in customer service settings.
Learners will outline best practices in mentor/mentee relationships including networking.
Learners will deconstruct individualized personality test results (e.g. Big Five, Myers-Briggs) for the purpose of comprehending how to best leverage their personality traits.
Learners will interpret how shibboleth traits contribute to cross-cultural communications.
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