​In today's global business world, outstanding customer relations will DESCRIPTION​determine the success of an organization. Downsizing, technology, outsourcing and mergers create new stresses and complexities that affect the quality of service and responsibilities demanded by business environments. The global marketplace dramatically expands the scope of diversity within which customer service must be provided. In this class you will develop the leadership skills to recognize and respond to the needs of customers from varied cultural backgrounds, identify and resolve customer complaints, handle difficult customers, utilize effective verbal and nonverbal communication methods, learn appropriate comportment using various electronic media, and learn to contribute to the service culture of an organization. Future trends and changes in work environments will be examined.