This course will enable the future entrepreneur and manager to consider business transactions from the viewpoint of the customer. They will explore the role that customer service plays on the future of any business and what an effective leader can do to develop customer service policies and procedures that benefit all parties involved. This course introduces the basic concepts of customer service on a regional and global focus. It also addresses personal skills that a customer service representative must demonstrate on the job. Students will be expected to understand these concepts as well as the communication skills that are essential to handling complaints and then winning the customer back, then apply this knowledge to a case study of substantial complexity.