Services Marketing

Catalog description

This course intends to teach essential concepts of services marketing with an emphasis on helping develop customer service skills that lead to customer satisfaction and business success / growth. We will explore quality improvement processes and strategies to maintain high quality of service. Concepts include customer service skills, assessment of customer satisfaction, market segment, target market, positioning strategy, market mix, service recovery system, marketing opportunities and research tools, and administration / analysis of customer surveys for business decision making amongst others.