This course will enable participants to understand how best to deal with service failures and customer complaints by understanding different customers' expectations and how they respond to different service recovery actions.
Your best business accounts usually come from customer referrals. Successful organisations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers.
WSQ Engage in Service Innovation Initiatives powered by ESSEC Business School
• Recognise the importance of service innovation
• Generate service innovation ideas to transform the customer experience
• Evaluate service innovation ideas
• Present a mock up of service innovation ideas