HMGT 1300 - The Guest Experience

Credit hours: 3

Course Description:
In this course students will learn the many aspects of exceptional customer service including; the benefits and barriers of great customer service, how to project a customer friendly image, how to measure customer satisfaction levels, and techniques for dealing with demanding customers. Students will develop a personal action plan to improve customer service skills.

Student Learning Outcomes:
Students will be able to:

Understand the value of communications in the customer service relationship, how to effectively communicate orally and in writing, and the value of non-verbal communication
Understand the dynamics of interpersonal encounters and the key elements of interpersonal communications.
Understand the importance of managing and exceeding customer expectations.
Understand the key elements of leading and managing a team to exceed guest expectations.
Break down all the critical points of customer contact in various business models and evaluate the guest experience.