About the Program
The Service Excellence Graduate Certificate is designed for individuals who are committed to a culture of empowerment and continuous improvement that inspires exceptional service—every time, everywhere.
The courses in this certificate program leverage today’s leading customer service strategies to prepare you to establish a culture of service excellence that raises the standard of service for an organization, business unit, division or team. The Service Excellence Graduate Certificate is made up of nine credits. For individuals that want to take their development beyond the certificate, credits earned from this certificate program count towards the Master of Science in Hospitality Management (where a grade of B or better is received).
This course provides an introduction to the underlying principles of service management in the tourism and hospitality industry. It focuses on the strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. Topics include understanding the service-dominant logic approach to marketing and managing service, setting service strategy, understanding customer needs, building a service-minded workforce, measuring and evaluating service quality, and drivers of service industry customer loyalty.
This course examines how organizations in the service industry can use analytics to make better decisions to solve practical industry problems. Analytics involves the use of data and data analysis to make fact-based decisions. This class addresses the use of data as a tool for strategic success. It focuses on the collection, preparation, analysis, visualization, management, interpretation and communication of data.
This course presents an overview of the process of planning and organizing human, environment, technology and culture components of a service experience to improve its quality and the interaction between service provider and customers. Students learn how to measure and evaluate service experiences using both qualitative and quantitative methods. Furthermore, students learn how to design service experiences according to consumers’ needs as well as the service providers’ competencies.
For questions about the application process, the program or to schedule a personalized consultation with a member of the graduate enrollment team, please contact:
Assistant Director, Graduate Enrollment