Delivering Service Excellence
100% ONLINE
SELF-PACED
NO COST
Summary
This certificate 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.
Duration: 8 hours
Location: Online
Modality: Self-paced
This Course is not for Academic Credit
What you'll learn:
Participants will learn to identify important moments of truth with your customers and actively listen to their needs.
Module and Content:
This certificate includes a handful of modules that include short videos, readings, and an optional worksheet to test your knowledge of the material.
Learning Obejectives:
- 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 certificate designed for:
Interested in learning more about customer service and related areas
What you'll receive:
Upon finishing this certificate, students will receive an online certificate of completion.
Meet the instructors:
Nancy Stephens, PhD
Emeritus Professor, W.P. Carey Marketing Arizona State University
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. Her latest research publication was entitled, “Beliefs of Chinese Buyers of Pirated Goods” (Journal of Consumer Behaviour, 2013). Nancy received her PhD from the University of Texas at Austin and her BS (with Honors) and MS degrees from the University of Illinois at Urbana.
Stephen W. Brown, PhD
Professor Emeritus, W.P. Carey Marketing Arizona State University
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.