Culture of Services: New Perspective on Customer Relations
- 0.0
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Brief Introduction
Learn how to analyze and understand the difficult dynamics of customer service.Description
Customer service is a complex phenomenon where people engage in an extended interaction to co-create value. This course focuses on social and cultural aspects of services.
In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual services. Through discussions of a variety of services such as sushi bars, restaurants, hotels and apparel, you will explore the nuanced and paradoxical nature of customer relations and discuss how to design services from cultural perspective.
This MOOC is sponsored by the Society for Serviceology.
Knowledge
- Basic understanding of the culture of customer service
- Basics of customer service research
- How to critique and design services
- How to analyze customer interactionsÂ
Unconscious Bias: Fuel Diversity and Become a Better You
- 4.5
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Defeat unconscious bias and build diversity and inclusion into your life even if it seems impossible right now! WARNING: This course is not for everyone....
Service Design: Designing for Experience Over Time
- 4.3
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Learn how to structure new service innovations that deliver value to customers and users The training program's primary emphasis is on diagramming and storytelling....
Culture of Services: New Perspective on Customer Relations
- 0.0
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Learn how to analyze and understand the difficult dynamics of customer service. Customer service is a complex phenomenon where people engage in an extended interaction to co-create value....
Arts and Heritage Management
- 4.7
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Today cultural institutions are facing important dilemmas in many aspects of their management. Over the past decades, a new figure has emerged that of the art manager....
