Masters Degree in Customer Service: Program Overview
Customer service representatives work to keep customers satisfied before, during and after the exchange of money for goods or services. While there are no master's degree programs specifically in customer service, students might learn advanced customer relations skills through a Master of Science in Hospitality Management program.
Master of Science in Hospitality Management
Most customer service representatives employed in business, retail and manufacturing environments hold high school diplomas, and some might have an associate's or bachelor's degree as well. Those customer service representatives who are interested in becoming managers of their departments or running customer service centers might benefit from enrolling in a master's degree program in hospitality management, which typically emphasizes advanced methods of meeting customer needs.
Master's degree in hospitality management programs are designed to provide students with an understanding of hospitality operations and employee management techniques. Students specifically interested in customer service might learn to oversee a staff of representatives, enact management policies and develop new methods of working with customers, in addition to fostering an understanding of consumer trends and organizational behavior.
Many master's degree programs in hospitality management require that students have a baccalaureate degree in a field such as hospitality management, business administration or organizational management. Many schools also require incoming graduate students to hold at least two years of professional experience.
Many of the courses found in a graduate program in hospitality management focus on advanced theories and techniques for management in the field. Some of these might include:
- Customer service operations
- Customer service analysis
- Hospitality enterprise development
- Strategic management principles
- Organizational behavior
- Accounting and financial management
- Hospitality service management
Employment Outlook and Career Info
Graduates of master's degree programs in hospitality management might find work as customer service supervisors or managers. Specific job titles might include the following:
- Hospitality manager
- Customer relations supervisor
- Computer support specialist
- Front desk supervisor
- Store manager
The expected growth rate for all sales worker supervisors, including those in customer service, was projected to rise 5 percent from 2008-2018, according to the U.S. Bureau of Labor Statistics (www.bls.gov). In May 2009, the median annual wage for sales worker supervisors was $34,900.
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