Delivering Service Excellence

Announcement – Registration for the course, Foundations of Service Excellence is now open on ASU's Continuing Education website! Register Here:

  • Do you interact with customers face-to-face, by email or phone?
  • Do you manage people who have regular customer contact?
  • Are you responsible for customer satisfaction and solving customer problems?
Service Quality

Delivering Service Excellenece

Identify important moments of truth when working with customers

Course Description

Learn to identify important moments of truth when working with customers and how to profit from service recovery.

Participants Will Be Able To

  • Learn methods for building trust and rapport with customers
  • Discover strategies for actively listening to customers
  • Acquire tactics for dealing with difficult customers
  • Learn the steps to profitable service recovery and best practices for applying them
  • Discover why service recovery is important to organizations

Who Should Take This Course

People who regularly interact with customers; front line employees who are responsible for ensuring positive interactions with the customer.  This course is especially recommended for employees from organizations who are responsible for delivering consistent service in multiple locations.

Course Pricing

$299 for the single course, $1075 to complete the four courses to acquire the Certificate in Service Experience Management.  NEW COURSE REGISTRATION IS COMING SOON

Contact Us

Center for Services Leadership W. P. Carey School of Business Phone: 480-965-6201 Fax: 480-965-2180

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As an added benefit to signing up to our mailing list, you will gain exclusive access to our “Services Blueprinting Toolkit,” a versatile technique for service and innovation.

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Contact Us

Center for Services Leadership
W. P. Carey School of Business
Arizona State University

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