“Customer service excellence leads to consumer evangelists” – the importance of this statement for start-up businesses, business owners, retailers and managers in service industries will serve as the starting point for this course. The entire customer service process will be discussed, identifying areas most likely to result in service failures for various industries. Service recovery strategies and the role of social media in the customer complaint process will be explored in depth. The role of logistics, management and marketing strategy in achieving excellent customer service will be discussed.
Hands-on exercises will allow participants to identify customer service strengths and weaknesses at their own organizations. Guidelines for establishing a systematic customer feedback program will be offered as a starting point for customer service excellence.
|Dates:||October 2-9, 2013|
|Meets:||W from 6:00 PM to 8:30 PM, 2 sessions|
|Location:||Miners Hall, Room 301|