INSTITUTE BENEFITS AND CLASSROOM EXPERIENCE

Find out what your customers really expect - you will understand how price can  set expectations, how to recover disappointed customers and how to help your company see your service processes from the customers' viewpoint.

Know how to develop quality service designs - "Blueprinting will teach you how to develop a visual representation of the key steps and internal relationships in yuor service process that deliver highly satisfying services.

Discover the best ways to deliver your service standards - you will learn how to manage people to effectively keep services promises and how to use technology to engage your customers and enhance their service experience.

• Limiting the program to a group of 55 attendees - you will have the opportunity to dialogue with your fellow attendees and the program faculty.
• Engaging you with renowned faculty and business presenters to keep you on yor toes and ready to learn.
• Inviting you to a stimulating classroom atmosphere - we encourage casual dress and an inquisitive mind.
• Examining a business case and providing several hands-on application exercises - we expect you to prepare in advance and join in the discussion!

Marketing, Operations or Business Development Executive, New Product or Service Developer
Marketing Manager,
Customer Service or Customer Advocacy Manager, Strategic Planner, Business Development Manager,
Service Operations or Service Quality Manager
...or a professional of any kind who must understand how to use services as a source of competitive advantage.

• Health Care: Mayo Clinic, Cardinal Healthcare, Becton-Dickinson, Boston Scientific, CIGNA Insurance, GE Medical Systems, Johnson * Johnson, Hill-Rom
• Financial Services: American Express, Bank One, Goldman Sachs
• Energy and Utilities: Arizona Public Service, Salt River Project, So. California Edison, Nynex, PDVSA
• Telecommunications: AT&T, BC Telecom, MCI, Ericsson, Sprint, Telus Communications
• Construction and Manufacturing: Caterpillar, Cummins Engine, Del Webb, Ford Motor Company, Harley-Davidson Motor Company
• Travel and Entertainment: Harrah's, Disney, Caesar's Palace, Enterprise Rent-A-Car, Best Western International, US Airways, Scandinavian Airlines System, KOA
• Technology: Honeywell, IBM, Xerox, Avnet, Hewlett-Packard, Motorola, Cisco, Datacard, Intermec Technologies, Siemens Building Technologies
• Transportation: YRC Worldwide, Federal Express, US Postal Service, Burlington Northern Santa Fe
• Non-Profit: The Annenberg Center, AARP, Texas A&M University, Wharton School

Program Questions?
Please contact Alicia Holder at 480-965-6201, or at alicia.holder@asu.edu