Customer Service

• Course Description
• Introduction
• Understanding Service
  • Type of customer service processes
  • Understanding the services revolution
• The Service Encounter
• Quality in Service
  • Travel and Tourism Competitive Report
• Building Customer Loyalty
  • Standarization and customization

• Format for reports and projects
• Notes on Customer Service

Class Readings and Videos:

• Quality gurus
• Maslow revisited
• Customer service shortage
• Customer service trends
• The role of customer care in customer transformation
• Putting Customer Service at the heart of next generation
• Digital vs. analog experience
• SERVQUAL
• Understanding SERVQUAL
• SERVQUAL instrument
• Cuestionario SERVQUAL
• Formato de tabulación SERVQUAL en blanco
• Formato de tabulación SERVQUAL lleno (ejemplo UTP)
• History of Quality
• Customer orientation and innovation
• Delivering customer service in Covid-19 times
• Redefining customer experience during Covid-19
• Video: Coronavirus Should Not Erode Your Customer Service
• Video: Air France Flight Safety Video
• Video: Virgin Atlantic Safety Video

Links:

• Service Quality Institute