Customer Service Excellence and Quality Management

Course Code: RECL 150

Academic Year: 2018-2019

In this course, students develop the skills necessary to deliver 'Service Excellence' - a term that describes the level of service that customers seek to receive from a provider of sport and recreation experiences. This practical course provides students the opportunity to develop strategies and skills that they will use in their future careers to achieve and exceed customer expectations. Students learn about customer behaviour and the key motives for recreation/sport involvement. Through course material, applied projects, videos, facility tours, and guest speakers, students learn to provide quality customer service and to measure customer satisfaction in a recreation/sport business environment. This course also includes certification in HIGH FIVE's Quality Experience Scanning Tool (QUEST).