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Duration: 2 weeks

Weekly Studies: 4 hours

Cost: Free

Added benefits: From £4.99, Learn more.

This course is part of the Customer Service Management

program, which will enable you to learn about the factors

shaping customer service success.

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Discover marketing: managing the service process and customer interface.

How do you manage the creation of value with the customer during the service process? What are the people management issues? Through this course, you’ll learn how marketers are helping to find answers to complex questions and how customer service is measured and analysed. By looking at stimulating case studies, you’ll explore how the physical determinants of customer experiences impact customer service and how service experiences differ. You will then look at service experiences across channels and analyse how different physical evidences determine customer service success.

Sample quiz

To start, select the correct answers from the questions below…


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When would you like to start learning?

Most Awa Business School courses run multiple times during the year. All of our courses have a set start date but you can join it anytime and work through it after it starts. Learn more.