教學目標：Course Objective

1.危機處理觀念入門

2.危機及客訴分類了解

3.危機及客訴案例介紹

1. Introduction to Crisis Management Concepts

2. Crisis and customer complaints classification understanding

3. Crisis and customer complaints case introduction

課程大綱：

本課程目的在使同學瞭解服務的本質以及服務業分析的架構，利用案例分享讓同學學習危機處理及客訴處理流程，增加同學實務操作能力及管理相關觀念，進而創造更優質之餐飲服務產業。

    The purpose of this course is to enable students to understand the nature of service and the structure of service industry analysis, use case sharing to enable students to learn crisis management and customer complaint handling procedures, to increase students' practical operational capabilities and management related concepts, and to create a better catering service industry.