Customer Service Management
Credits: 3
Course Number: 10-104-190
Course Description
10-104-191 CUSTOMER SERVICE MANAGEMENT ...explore the skills, attitudes, and thinking patterns required to manage customer satisfaction and loyalty. Develop the ability to lead and expand the customer service process, learn techniques for dealing with unhappy customers, and build skills for analyzing customer needs.
What will I learn?
- Explain the economic significance of retailing and the opportunities in retailing.
- Compare and contrast store-based retailing, electronic retailing, and catalogue retailing.
- Explain the retail consumer demographic variables and their impact on buying behavior.
- Explain retail market and financial strategies.
- Evaluate types of retail locations and site selection factors.
- Evaluate organization structure and human resource management issues.
- Explain integrated retail logistics and information systems.
- Explain the merchandise assortment planning process, buying systems, sourcing strategies, and pricing practices.
- Compare and contrast buying systems, sourcing strategies, and pricing practices.
- Evaluate retail promotion mix factors.
- Evaluate store layout, design, and visual merchandise planning and strategies.
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