The Service Encounter

Describe the challenges presented to developing service recovery strategies. Watch Now

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 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

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

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