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Welcome! On this page, you will find information about each course in the Certificate in Customer Experience program; including what content the course will cover, dates courses are available and links to register. You may register for one course per Session. Each Session is four weeks in length. Completion of all four courses is required for certification. Courses may be taken in any order. Courses are offered throughout 2016 and 2017. Review the Course Calendar section for full program schedules. Click on the title of each course to make your selection.
Notice: Courses may be taken in any order. Manager approval is required to take both courses in a single Session. Please contact Sarah Johnson for more information.
Learn the skill of service blueprinting and how it differs from other methods of process mapping. Because Services differs substantially from products, they must be designed with different criteria in mind, notably; ease of use, convenience, and timeliness to customers.
This course focuses on understanding service quality and how companies can deliver outstanding service quality consistently.
This course takes a deeper look into “moments of truth” and how customers evaluate quality in different types of “moments”.
This course focuses on understanding the nature of service failures and the importance of service recovery.