The course deals with the specific aspects of the service sector and its management by covering the following topics: the difference between tangible products and services; the aims of service; the main problems of the servicing sector; the specific features of different fields of the servicing sector; the role of a servant in the servicing process; the quality of servicing; the development of services; the needs and expectations of clients; the evaluation of services and client satisfaction; the role and tasks of a manager in a servicing company.
Kursusel käsitletakse teeninduse ja selle juhtimise eripärasid vaadeldes järgmisi teemasid: erinevus füüsiliste toodete ja teenuste vahel; teeninduse eesmärgid; teenindussektori põhiprobleemid; erinevate teenindussektorite eripärad; teenindaja roll teenindusprotsessis; teeninduse kvaliteet; teenuste arendamine; kliendivajadused ja ootused; teenuste hindamine ja kliendirahulolu; juhi roll ja ülesanded teenindusettevõttes.