Excellent service quality is crucial in the success of businesses today. This module inculcates in students the service mindset and acquaints them with the theoretical and practical concepts on service quality. Adapted from a service excellence framework, topics covered include leadership (service culture), strategy (service technology, service guarantees, service recovery, service benchmarking), people (business etiquette, communication skills, ethics and professionalism, empowerment), process (servicescape, service design and blueprinting), and measurement. This module equips students with useful skills and knowledge in their future jobs that require them to provide excellent customer service. Students will also have the opportunity to attend talks by service industry leaders and engage in experiential learning through on-site visits.