Cityu GE 1220

of the key qualities that employers seek from university graduates. This multi-disciplinary Gateway Education course aims to introduce the key concepts/theories in services management and leadership, explore various leadership theories, and encourage students to apply and design service strategies with the overarching goal of enhancing their leadership potential as future service professionals. Concepts and strategies to deal with customer complaints, service recovery, ethical dilemma and communication of services in the private as well as public sectors will also be covered. Students will learn new tools/techniques such as photo-elicitation and services design techniques to derive consumer needs/insights and transform them into improved service experience. As an introductory course, “Enhancing Your Service Leadership for the 21st Century” is suitable for students from all disciplines.