MKT 301 : Customer Service Management

Prerequisites: MKT 201

This course discusses the quality of customer service in organizations. Topics to cover in this course include customer communications, customer information, tools to satisfy customers, handling complaints and adjustments, techniques to be used when dealing with difficult customers, and training and evaluation. Students are exposed to the tools that are used when managing and measuring the quality of customer service. Students will also learn to develop service policies, and new service programs. Examples and cases are provided throughout the course.