Delivering Service Quality at the Front Line
UPCOMING COURSE: July 1 - 26
Course Description
The fundamentals of delivering excellent front line customer service are offered, including building trust and rapport, actively listening and dealing with difficult situations. These skills can be practiced within an organizational context of the five service quality dimensions and a deep understanding of the service encounters as customer has with an organization.
Course Objectives
Upon successful completion of the course, participants will have:
- Knowledge of the five dimensions of service quality
- Comprehension of "moments of truth" and why they are important
- Strategies for building trust and rapport and actively listening
- Approaches to difficult situations and saying "no" to customers.
Course Pricing
Individual Rates:
Center Member Rate: $650.00 per person
Non-Member Rate: $750.00 per person
Team Rates:
Center Member Team Rate (3 or more*): $585.00 per person
Non-Member Team Rate (3 or more*): $675.00 per person
*Additional discounts available for teams of 10 or more. Call 480-965-6201 for more information.
Space is limited to a total of 50 participants so be sure to REGISTER early to ensure your spot.
For questions on the CSL's online offerings, contact us at (480) 965-6201 or CSL@asu.edu.
