Programme Details

About the programme

This course deals with several topics that constitute the reality of customer service: introduction, Services defined, Characteristics of services, differences between goods and services, customers expectations, customer experiences, service quality, SERVQUAL/GAP model, customers perception and motivation. Customer decision making, customer satisfaction, communication and message mapping.

Moreover, the course deals with marketing and customer loyalty, service and quality dimensions, customer complaints, customer segmentation, product life cycle. Advertising and promotion, dealing with customers (telephone etiquette).