Get information about a master’s degree program in customer service and its education requirements, coursework, career choices, and job and wage outlook.
Master’s Programs in Customer Service
Ensuring customer satisfaction before, during and after the exchange of money for services or goods is the responsibility of customer service representatives. The majority of customer service representatives employed in retail, business, and manufacturing settings are high school diplomas holders; there may also be some associate’s or bachelor’s degree holders. No school offers a master’s degree program focusing specifically on customer service.
Enrolling in a Master of Science (M.S.) in Hospitality Management program would benefit customer service representatives seeking to run customer service centers or to become managers of their departments; they can develop advanced customer relations skills.
Students enrolled in master’s degree programs in hospitality management can expect to gain a strong grasp of employee management techniques and hospitality operations. Students in the program can expect to gain expertise in overseeing a staff of representatives, enacting management policies and developing new methods of working with customers. They will also gain an understanding of organizational behavior and consumer trends.
Admission criteria typically require incoming students to hold a baccalaureate degree in a field such as business administration, hospitality management, or organizational management. Incoming graduate students at many schools are also expected to have at least two years of prior professional experience before they can gain admittance.
Program coursework focuses on advanced techniques and theories for management in the field. Core coursework may cover topic areas such as:
•Strategic management principles
•Hospitality service management
•Customer service analysis
•Customer service operations
•Hospitality enterprise development
•Accounting and financial management
Program graduates can seek work as customer service managers or supervisors. They may choose from possible job titles such as:
•Computer support specialist
•Customer relations supervisor
•Front desk supervisor
Job and Wage Outlook
Over the 2012 – 2022 decade, a job growth rate of 13% has been predicted for customer service representatives (U.S. Bureau of Labor Statistics). In May 2012, customer service representatives brought in an average annual wage of $30,580. Sales managers, who are expected to see a eight percent job growth during the 2012 – 2022 decade, earned $105,260 on average per annum (BLS).