Course DescriptionThe quality of service that customers experience in retail settings is affected by many factors. As a result, the challenge for retailers is to provide an environment that instils a focus on customers and delivers the service required to satisfy those customers. This course introduces students to service quality management frameworks and principles. It examines how these principles are reflected in key organizational and management strategies, particularly those related to the management of the retail workforce.
Sample Course Outline
This course is part of the Retail Operations Course Series.
This course is fully online and asynchronous, meaning you typically will not have to be online at specific times. You will engage in course-related activities through online tools such as announcements, discussions, and email. Your course learning will be based on weekly module content and activities that you can go through independently. Note: there are still deadlines for assignment submissions, and you may be expected to participate in discussion board interactions with your peers on a regular basis.
Your instructor may also include occasional scheduled sessions for Q&As and other discussion activities, using web conferencing tools such as Zoom and Google Meet. More details will be included in your course outline available on the first day of class.