Client Relations

Students develop an understanding of customer service and the skills associated with understanding the needs of customers, meeting those needs and fostering an environment that encourages customers to return.

Students review the basics of corporate culture and how corporate culture impacts on customer service. Areas of study include service environment, organizational openness and influencing others to adopt a service culture. As a project, students learn to create a customer service culture action plan based on identifying gaps between current and desired practices.

Goods and services are no longer adequate bases for establishing relationships with clients because clients attach an emotional connection to the products they use and to the businesses with which they interact. This course offers insights and ideas in order to create lasting and genuine customer relationships that will withstand the competitive overtures of other companies. Students explore the process of developing and sustaining client relationships that establish an emotional connection, manage difficult relationships (such as those that take place via technology or at great distances) and help to determine the pulse of client relationships.

Students explore the economics of client value and the importance of building a quality service delivery team that ensures that service is provided in a stellar fashion and that employees buy into corporate culture and strategies that deliver the bottom line stakeholders are hoping to achieve.

This subject is an examination of the contemporary Canadian business environment including the organization, leadership and management decision process which influences the behaviour of individuals and groups. Increased global competition, technological change and the rising expectations of both employees and employers have underlined the need for improved and more effective leadership. This subject provides a better understanding of this process.

This course is designed to provide participants with an introduction to management and leadership styles, and an opportunity to develop personal management skills. In today's changing economic and political climate, the role of a manager/supervisor can be extremely demanding and complex. In addition to managing the many practical aspects of a business operation, they must provide leadership by motivating, empowering, and supporting staff. Topics include leading effectively, ethics, corporate social responsibility, diversity, and innovation.

Focus is placed on the development of modern management; organizational theory; the processes of planning, organizing, directing, and controlling; communications; behavioural strategies and techniques; ethical and social responsibilities in the practice of management; and an overview of human relations. Equivalent(s): MGT7310