Instructor: Cordy Class Schedule: Monday and Wednesday 13:30am-15:50pm × 8 weekes = 2240min COURSE DESCRIPTION: Managing customer service is paramount to success as a manager. This course will communicate concepts that make up effective management of customer services in two ways. First, an examination of theoretical conceptualizations and established best practices in customer service and customer service training will take place. This includes management foci such as employee empowerment, setting expectations, benchmarking successes, globalization, cross-cultural communication, and the increasing role of information technology. Subsequently, experiential learning will take place with a focus on critical thinking, self-critique, case study examinations including components of roleplay, and negotiation of complex situations.