RFM 310 - Manag Service/Exp

Institution:

Lackawanna College

Subject:

Description:

This course will analyze the distinct characteristics that define and differentiate customer service and customer experience. Students will learn methods to understand the customers expectations and will learn to put practices and service standards in place to exceed them. Study will focus on creation of an organizational framework that unites its people and processes with a goal that places the customer at its core. Study will focus on hiring, training and empowering entire teams including front line employees to perform acts of exceptional service and experience that will lead to improved culture, customer feedback and referral and business long-term viability. (3 credits) Prerequisites: ENG105.

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.lackawanna.edu

Phone Number:

(570) 961-7810

Regional Accreditation:

Middle States Association of Colleges and Schools

Calendar System:

Semester

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