W. P. Carey Foundations of Service Excellence
Issued by
Arizona State University
In this course, learners explore how to identify the four service quality gaps within an organization, and learn best practices for closing them. In order to provide an excellent customer experience, the gaps must be identified as a first step in the process to increasing the customer’s loyalty. Learners also learn why service excellence is an important aspect of any successful organization, and begin to put these into practice.
Additional DetailsEarning Criteria
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Define what service quality represents from the customer's point of view
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Explain why service quality is important to organizations
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Describe the four provider gaps in the Service Quality Gaps model
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Identify best practices for closing each of the provider gaps
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Apply the Gaps Model of Service Quality to your organization