Robert Ciuchita asked me to share some thoughts to his Service Management class at Hanken School of Economics. Nearly 30 students attended the lecture, which was based on the (4th) European Edition of our textbook. The focus of the discussion was on the impact that effective service recovery can have on customers and we discussed how to both "fix the customer" and "fix the (underlying) problem" when service failures occur.
Apparently the students enjoyed the lecture, as several comments about the session were posted on LinkedIn. (Click here to see these comments)
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