HMGT 1300 - The Guest Experience

3 sem hrs cr

In this course students will learn the many aspects of exceptional customer service, including the benefits and barriers of great customer service; how to project a customer-friendly image; how to measure customer satisfaction levels; and techniques for dealing with demanding customers.  Students will develop a personal action plan to improve customer service skills.

Transfer (UT) or Non-Transfer Course (UN): UN

Students will be able to…

• understand the value of communications in the customer service relationship, how to effectively communicate orally and in writing, and the value of non-verbal communication
• understand the dynamics of interpersonal encounters and the key elements of interpersonal communications.
• understand the importance of managing and exceeding customer expectations.
• understand the key elements of leading and managing a team to exceed guest expectations.
• break down all the critical points of customer contact in various business models and evaluate the guest experience.