Dr. Mary Jo Bitner
Professor and Edward M. Carson Chair
Co-Executive Director, Center for Services Leadership
W. P. Carey School of Business
Arizona State University
Foundations of Customer Service
Customer service is all about how you treat others. It impacts nearly every job and helps greatly in everyday relationships. In this module you will learn the 5 keys to successful customer service and apply them to your personal situation.
Course Description
Customer service is all about how you treat others. It impacts nearly every job and helps greatly in everyday relationships. In this module, you will learn the 5 keys to successful customer service and apply them to your personal situation.
Course Staff
Dr. Douglas Olsen
Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University
References
Bitner, Mary Jo (1995), “Building Service Relationships: It’s All About Promises,” Journal of the Academy of Marketing Science, 23 (4), 246-251.
Zeithaml, V., Berry, L. and Parasuraman, A. (1993), “The Nature and Determinants of Customer Expectations of Service,” Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12.
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