Managing the Customer Experience

91-844

Units: 12

Description: This course provides participants with an understanding of the principles associated with managing the customer experience, quality, and employee engagement. The leadership skills needed to drive customer engagement and loyalty, and develop a culture that focuses on and enhances the customer experience is a key component of the course content. Students will have the opportunity to learn and experiment with the analytic and leadership skills associated with managing the customer experience, product and service quality, employee engagement and to formulate personal approaches to their application in the work environment. No prior familiarity with the theory or practice of customer and employee engagement or quality management/improvement are required as a prerequisite for this course; students who have been exposed to these principles and practices will benefit from the opportunity to place these experiences into an integrated context. The course is designed to be intellectually stimulating and professionally useful for students at any phase of their career development.

Syllabus: 91-844_Managing_the_Customer_Experience_Syllabus_M18.pdf