Managing Customer Service

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Managing Customer Service

(part of the Event Planning Certificate, Lodging Management Certificate, and Customer Service Certificate)

Managing customer service is paramount to success as a manager. This course will communicate concepts that make up effective management of customer services in two ways. First, an examination of theoretical conceptualizations and established best practices in customer service and customer service training will take place. This includes management foci such as employee empowerment, setting expectations, bench-marking successes, globalization, cross-cultural communication, and the increasing role of information technology. Subsequently, experiential learning will take place with a focus on critical thinking, self-critique, case study examinations including components of role-play, and negotiation of complex situations.   

Course Outline

  1. Strategic planning including mission, vision, values, & goal-setting
  2. Employee motivation and power dynamics
  3. Management functions and mentorship
  4. Collaboration, communication, listening, and feedback
  5. Conflict management
  6. Building loyalty & trust with employees and customers
  7. Sustainability in business environments.

Lodging Management Certificate

This is a Certificate in Lodging Management (e.g. hotels, motels, resorts). Individuals completing this selection of coursework will be effectively trained in primary divisions of hotels (e.g. front office operations, housekeeping, banquets, sales and marketing, revenue management).

Students interested in careers in lodging operations including hotels, motels, bed and breakfasts, resorts, Air BnB, or others are well-suited for enrolling in this selection of coursework. Credits earned during the tenure of this certificate can be used toward further degrees.

Customer Service Certificate

The core of success in the hospitality industry is customer service. When one understands customer service holistically then they will likely succeed in positions that range from airline stewardess to restaurant manager, from hotel manager to cruise line customer service agent. A certificate in customer service from Highline College is applicable to any one of the many emphasis areas within hospitality and tourism as an industry.

Event Planning Certificate

In one quarter, you can earn an Event Planning Certificate that will help prepare you for a career in the hospitality industry. Topics covered will include catering, food and beverage, customer service, sales and marketing, and other related coursework necessary to succeed as an event planner. Courses include: Banquet & Conference Operations; Non-Profit Events; Career Planning & Preparation; Event Planning; (must complete Revenue Management or Managing Customer Service). Not listed: Global Excellence various offerings. 

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If you are wanting college credit, please contact Justin Taillon at

Funding Eligibility for College Credit Students (optional):

The WES department at Highline College can provide tuition assistance and support services for some CE short-term certificates and professional/technical AAS programs if a student meets funding and program eligibility criteria. Please visit Start Next Quarter to see if you pre-qualify for an invitation to attend Highline’s free education planning workshop through the WES department. If invited, it will be determined at the workshop whether you are eligible for funding. For general information, please visit WES online or call 206-592-3802. WES funded students must complete the certificate program for college credit.


Class Details:

Class Day(s):
Class Date(s):
09/23/2019   -   12/13/2019
Class Time(s):
Not Given
Item Number:

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