Management of Customer Service Organizations

A course that provides an integrated and in depth overview of the management concepts, elements, procedures, and results necessary for service oriented organizations. Management methods are explored with a special emphasis on identifying and understanding the culture of organizations. The focus is on culture and the changes required within the organization's culture to posture the organization to achieve its vision, mission, and goals. A review of the cultures of service organizations, with particular emphasis on the travel and hospitality industry, is conducted to gain insights into the factors that make a service organization successful. Case studies and experiential methods are utilized to develop an appreciation for proactive service delivery systems as the means to achieving customer satisfaction and improved productivity.