MKT     260

260     MKT 260 – CUSTOMER SERVICE MANAGEMENT (3 Crs) – Examines the role of customer service in achieving a firm’s long-term goals; discuses the basic principles of effective customer service; explores the tasks and responsibilities of a customer service manager. Includes such topics as purpose of customer service; establishment of customer service goals and policies; recruitment, selection and training of customer service employees motivation techniques; empowering employees for better decision making; and evaluation of customer service employees and program. Lecture 3 hours per week.