Delivering Customer Service Excellence

Delivering Customer Service Excellence

     

 

 

Summary:

Great customer service drives customer loyalty, helps build company reputation and bring new customers. Students who aim to specialize in service & operations sectors will especially benefit from learning from this short course on Delivering Customer Service Excellence.

What you'll learn:

This course is all about building trust with your customers and creating an excellent service experience for them. Learn to identify those important moments of truth with your customers and actively listen to their needs. You’ll also discover tactics for dealing with difficult customers and complaints. This course will also cover service recovery and why it’s important, and how you can profit from service recovery.

Module and Content:

This course is 100% online, in English and self-paced and is comprised of short videos, interactive learning objects, and competency-based assessments, as well as readings and reflective activities.

Learning Objectives:

  • Learn methods for building trust and rapport with customers.
  • Discover strategies for actively listening to customers.
  • Acquire tactics for dealing with difficult customers.
  • Learn the steps to profitable service recovery and best practices for applying them.
  • Discover why service recovery is important to organizations.

 Who is this course designed for:

Anyone who will engage with customers or those who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.

What you'll receive:

Upon the completion of this course, students will receive an online certificate of completion.

Application:

In order to participate in this certificate program, please click.

 

Meet the instructor

Nancy Stephens, PhD

Nancy J. Stephens is Associate Professor of Marketing Emeritus at the W. P. Carey School of Business at Arizona State University. She is a member of the Center for Services Leadership faculty network and regularly conducts workshops on services blueprinting.

Nancy taught marketing management to working adult MBA students in the evening, on weekends, and online, as well as in ASU’s partner schools in Shanghai, Sweden, France and Mexico City.

Nancy received her Ph.D. from the University of Texas at Austin and her B.S. (with Honors) and M.S. degrees from the University of Illinois at Urbana.

Stephen W. Brown, PhD

Stephen W. Brown is the Edward M. Carson Chair, Professor of Marketing Emeritus and Distinguished Faculty with the Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University. From its founding in 1985 until May 2011, he served as the CSL’s executive director. He is also a former national president of the American Marketing Association. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures.

Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. Dr. Brown has co-founded three companies, and he serves on the boards of directors of several companies and a nonprofit organization.