The success of any retail strategy is intrinsically linked to its service strategy and how well it translates to the satisfaction of its customers. This course will focus on the processes involved in the alignment and implementation of service management strategies. Its emphasis will be on the optimization of operational capacity and capability, including the facets of customer satisfaction, the engagement of the retail workforce and the use of problem solving techniques. Lect: 3 hrs. Prerequisite: RMG 303 Course Weight: 1.00 Billing Units: 1
