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Learn to identify the four service quality gaps in your organization and learn best practices for closing them. Acquire skills in building trust and rapport with customers, in listening to them actively and offering solutions to them, and in approaching difficult situations which may involve saying “no”.
At the end of this course, you should be able to:
This course is especially beneficial to managers or individual contributors who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.