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Delivering Service Excellence

Ended Dec 14, 2021

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Full course description




8 Hours






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 online and self-paced and is comprised of short videos, interactive learning objects, and competency-based assessments, as well as readings and reflective activities. You will earn a certificate upon completion.

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:

Those who are responsible for solving customer problems and complaints and people who manage service/support/complaint departments. Managers of individual contributors who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.

What you'll receive:

This course is eligible for .8 Continuing Education Units (CEU). The CEU is a nationally recognized method of measuring participation in formal, noncredit continuing education programs. Please see instructions at the end of your course on how to claim CEU's.

Meet the instructors

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. Her latest research publication was entitled, “Beliefs of Chinese Buyers of Pirated Goods” (Journal of Consumer Behaviour, 2013).

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.