Understanding and Managing Service Quality: Excelling at Services by Closing the Gaps
UPCOMING COURSE: August 5-30
Course Description
Participants will learn to apply a customer-oriented model of service to an organization. This course focuses on identifying gaps in the company's customer listening, as well as its competence in designing, delivering, and communicating about services. Best practices for closing service quality gaps are recommended.
Course Objectives
Upon successful completion of the course, participants will have:
- Deep understanding of what service quality represents from the customer's point of view
- Familiarity with The Listening Gap, The Design and Standards Gap, The Performance Gap and the Communication Gap
- Knowledge of how to diagnose and correct service quality gaps in the organization
- Ability to apply the Gaps Model of Service Quality to their Organization
Graphic: Gaps Model of Service Quality (PDF)
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.
