Course Code: HRT 130
Academic Year: 2025-2026
The course introduces students to the background and fundamentals of "service excellence" in order to assess and build a customer-centric service culture in a business. Using a systems approach, the course focuses on people, processes and environments and their interrelationships in the customer service function. The concepts presented will be reinforced through practical application to benefit students in their program internships and careers. Upon successful completion of the course, students may be eligible for the customer service certificate issued by the Ontario Tourism Education Corporation. This course is delivered both in class and through online independent learning.