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Not All Customers Are The Same

This course seeks to recognize that not all customers are the same and that they can differ in terms of the needs, knowledge, and familiarity with the product or service. Since customers differ in their needs our approaches to supporting them should alter accordingly.

About This Course

This course seeks to recognize that not all customers are the same and that they can differ in terms of the needs, knowledge, and familiarity with the product or service. Since customers differ in their needs our approaches to supporting them should alter accordingly.

Course Staff

Course Staff Image #1

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

Course Staff Image #2

Dr. Douglas Olsen

Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

References

Bitner, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler (2017), Services Marketing, Integrating Customer Focus Across the Firm, New York, NY: McGraw Hill.

Hoppe, Michael (2006). Active Listening: Improve Your Ability to Listen and Lead: Improve Your Ability to Listen and Lead. Center for Creative Leadership: Greensboro, NC.

Kotler, Philip and Kevin Keller (2016) Marketing Management (15th Edition), Boston, MA: Prentice-Hall.

Olsen, G. Douglas (2012), The Five Laws of Innovation Success, Phoenix, AZ: Novetics Press.

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  1. Course Number

    Customer Service Basics
  2. Classes Start

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