The quality of customer service is a key factor in the success of a company. Interactive service marketing focuses on the corresponding nature of service experiences as it relates to both the external and internal customer. This course examines the essential knowledge and skills needed to market the external customer service encounter and gives the student practice in the skills required to achieve a high level of interactive customer service. Participants in this course will develop the ability to provide excellent customer service by creating positive experiences for clients and handling challenging situations. They will also be able to develop an understanding of the contribution of overall customer service to the success of an organization as a whole. Special areas of emphasis include problem solving, development of a customer service strategy, creating customer service systems, coping with challenging customers, customer retention, and measuring satisfaction.
Please note that students who choose to take an online section of this course must write the final exam in person (either at the Humber North or Lakeshore campus, or (if located more than 100km from the campus) through an approved proctoring facility. Any costs associated with this are the sole responsibility of the student.
Contact: Faculty of Business
416.675.6622 ext. 4174
Courses may not be offered each semester. To verify whether this course is being offered this semester and the fees, please contact the Registrar's Office at 416-675-5000 or check the website http://humber.ca/search/ce/courses.html for further information.