Module 5: Diagnosing Services

FAILING SERVICES Module 5 “The only way to get good at solving problems is to solve them.” Seth Godin Word Renown Marketer All services fail at various times. They fail for any number of reasons and causes. We teach that failure is primarily due to the users’...

Module 6: Service Recovery

SERVICE RECOVERY Module 6 Service Recovery—And When a Service Shouldn’t be Recovered Service recovery refers to a service provider’s attempt and related activities to re-establish customer-user satisfaction from a failed user experience. A customer-user...

Module 7: Course Conclusion

COURSE CONCLUSION Module 7 One of the largest challenges currently facing global cities is transforming them into smart cities.  A smart city is intended to achieve higher standards for safety, cleanliness, and efficiency, while accommodating urban growth.  Assembling...