Describe the challenges presented to developing service recovery strategies. Watch Now
Ceridwyn A King's Videos
Explain why it is important to establish an organizational environment that supports the service strategy. Watch Now
Describe what it means to be customer centric/oriented. Watch Now
Recognize how customer service research can enable data driven decision making. Watch Now
Recognize how to motivate the workforce through enhanced emotional intelligence. Watch Now
Explain how service employees can successfully implement the service strategy Watch Now
Recognize that achieving service excellence requires an intentional organizational strategy. Watch Now
Recognize the importance of, and how to attract, the best service employees. Watch Now
Recognize different styles of leadership and under what conditions they are effective. Watch Now
Describe the importance of, and how to manage, supply and demand for effective service outcomes. Watch Now
Recognize how measuring service quality can inform decision making. Watch Now
Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services. Watch Now
Describe why motivating employees is as important as recruitment, selection and training Watch Now
Recognize the importance of a leader in ensuring service excellence. Watch Now
Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work. Watch Now
Recognize what informs customer expectations. Watch Now
Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now
Recognize where service quality can be comprised and how to minimize such impacts. Watch Now
Describe the integral elements of a service experience that seeks to meet/exceed guest expectations. Watch Now
Recognize how and why service failures occur. Watch Now
Recognize the relationship between satisfaction and loyalty and how to influence it Watch Now
Recognize key definitions and concepts related to service management. Watch Now
Recognize the service encounter's role in meeting customer expectations. Watch Now
Describe why service management is important in practice and theory. Watch Now
Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product. Watch Now
Describe why service management is important in practice and theory. Watch Now