• Do you interact with customers face-to-face, by email or phone?
  • Do you manage people who have regular customer contact?
  • Are you responsible for customer satisfaction and solving customer problems?

Course Description

Learn methods for building trust and rapport with customers.  Discover strategies for actively listening to customers.  Acquire tactics for dealing with difficult customers.

Participants Will Be Able To

  • Define the five dimensions of service quality
  • Define and explain why “moments of truth” are important to service quality
  • Explain methods of building trust and rapport with customers
  • Describe strategies for actively listening to customers
  • Specify approaches to difficult situations and saying “no” to customers

Chapter Presentations

  • How to Succeed in Your Virtual Team
  • Five Dimensions of Service Quality
  • Are Moments of Truth Equal?
  • Four Types of Moments of Truth
  • Building Trust and Rapport
  • Active Listening
  • Handling Difficult Situations and Saying “No”

Estimated time required to complete the course: 6-10 hours over 8 weeks
This course is an elective for the W. P. Carey Certificate in Customer Experience

Who Should Take This Course

People who regularly interact with customers; front line employees who are responsible for ensuring positive interactions with the customer.  This course is especially recommended for employees from organizations who are responsible for delivering consistent service in multiple locations.

Course Pricing

Individual Rates

Center Member Rate: $495 per person
Non-Member Rate: $550 per person
Customer Experience Certificate Participants $450 per person
For more information visit W. P. Carey Certificate in Customer Experience
For questions on the CSL’s online offerings, contact us at (480) 965-6201 or CSL@asu.edu.

Contact Us

Center for Services Leadership
W. P. Carey School of Business
Phone: 480-965-6201
Fax: 480-965-2180