Service Excellence and Quality Management

Course Code

HRT 130

Academic Year

2016-2017

The course introduces the student to the background and fundamentals of service excellence. Using a systems approach, the course focuses on the people, processes and environments, and their interrelationships in the customer service function. The concepts presented are reinforced through practical application to benefit the students in their program internships and careers. Upon successful completion of the course, students may be eligible for the Customer Service Certificate, issued by the Ontario Tourism Education Corporation.