BUSA 3602 Service Management Strategies

It is widely understood that customer service is a company’s best marketing tool. Currently in the United States, over 80% of industries rely on customer service for their financial success. This course will apply basic marketing concepts to the service industry. This course will approach service marketing as essential in developing a competitive advantage strategy for any service-related organization. Service Management Strategies is designed to prepare students who are pursuing marketing careers in the service industry and non-marketing students desiring to understand the key concepts of service marketing that are imperative to business success.

Credits

3

Prerequisite

none

Typically Offered

Athens Campus: fall evening, spring TBA — Demorest Campus: not offered

Student Learning Outcomes

At the successful completion of this course, students will be able to:

1. Identify four different tourism agencies used in the State of Georgia to promote tourism.
2. Analyze the significance of customer service in the hospitality industry.
3. Identify the factors that applicants need when entering a customer service position.
4. Explain the resources that are available for hospitality companies to succeed.
5. Identify ten career positions that are in the hospitality industry.
6. Explain the purpose of convention and visitor bureaus.
7. Develop the steps that are needed in preparing for a job interview.
8. Identify the challenges that the hospitality industry will face in the future and the possible solutions.
9. Select five up to date articles that are relevant to the class.
10. Identify the soft skills that employers are looking for in applicants.