Services sector account for over 90% of the Hong Kong’s economy and remain the major provider of jobs and new business opportunities. From private to public services, small to large businesses, and commercial to social enterprises, the future of Hong Kong’s services economy to a large extent rely on the service leadership skills of its people. Inevitably, service leadership skills have become one
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.
