Learn how to analyze and understand the difficult dynamics of customer service.

Description:

Customer service is a complex phenomenon where people engage in an extended interaction to co-create value. This course focuses on social and cultural aspects of services.

In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual services. Through discussions of a variety of services such as sushi bars, restaurants, hotels and apparel, you will explore the nuanced and paradoxical nature of customer relations and discuss how to design services from cultural perspective.

This MOOC is sponsored by the Society for Serviceology.

What you'll learn:

  • Basic understanding of the culture of customer service
  • Basics of customer service research
  • How to critique and design services
  • How to analyze customer interactions
با جستجو در پایگاه داده‌های ویپاب، کارگاه‌های آموزشی مورد نظر خود را بیابید و یا به ثبت اطلاعات یک کارگاه آموزشی بپردازید.
 

This is an animated dialog which is useful for displaying information. The dialog window can be moved, resized and closed with the 'x' icon.

These items will be permanently deleted and cannot be recovered. Are you sure?