W. P. Carey Delivering Service Excellence
Issued by
Arizona State University
In this course, learners learn how to identify important moments of truth when working with customers. Learners develop an understanding of how to recover from service failures by taking action to apply best practices to turn an unsatisfied customer into a happy, loyal one.
Additional DetailsEarning Criteria
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Understand methods for building trust and rapport with customers
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Develop strategies for actively listening to customers
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Apply tactics for dealing with difficult customers
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Identify the steps to profitable service recovery and best practices for applying them
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Explain why service recovery is important to organizations