Customer Service & Engagement

Customer Service & Engagement explores the critical role of customer interactions in driving organizational success. Whether in the hospitality and tourism industry or business management, superior customer service is essential for building customer loyalty, enhancing reputation, and fostering long-term profitability. This course provides students with the skills and strategies needed to exceed customer expectations and create meaningful, lasting connections with both internal and external customers.

Through the study of communication techniques, customer needs analysis, and service recovery strategies, students will develop the ability to engage customers across various platforms, including face-to-face, telephone, and digital channels. The course emphasizes the importance of active listening, empathy, and adaptability in creating positive customer experiences. Students will also learn to manage challenging situations effectively, transforming potential conflicts into opportunities to strengthen customer relationships.

By the end of the course, students will not only understand the value of exceptional service but also be equipped with practical tools to implement it in real-world settings. These skills will prepare them to thrive in a competitive, customer-driven business environment and contribute to building organizations where service excellence is a core value.