(Duration: 0 hours, 35 minutes)
The purpose of this unit is to help trainees truly understand and respond to their customer's expectations.
At the conclusion of this unit, trainees will be able to describe "high quality" service and it's importance, examine and apply the five key dimensions of customer expectations, and compute "customer lifetime value" for their businesses.
- • Introduction
- • 01: Service Quality
- • 02: Customer Expectations
- • 03: Customer Lifetime Value