Center for Services Leadership - How to Find & Fix Service Quality Gaps

How to Find & Fix Service Quality Gaps

May 1 – June 30, 2014

  • Are you responsible for service quality in customer experience, customer support and service or operations?
  • Are you charged with developing strategy in a service organization?
  • Would you like to be better at diagnosing and closing service performance gaps in your organization?

COURSE DESCRIPTION:  Learn to identify the four service quality gaps in your organization and learn best practices for closing them.

PARTICIPANTS WILL BE ABLE TO:

  • Define what service quality represents from the customer's point of view.
  • Explain why service quality is important to organizations.
  • Describe the four provider gaps in the Service Quality Gaps model and know why they occur: The Listening Gap, The Design and Standards Gap, The Performance Gap and The Communications Gap
  • Identify best practices for closing each of the provider gaps.
  • Apply the Gaps Model of Service Quality to your organization

Chapter Presentations:

What is Service Quality?
Why do Organizations Care About Service Quality?
How Firms Deliver Consistent Service Quality
Service Gap 1: The Listening Gap
Service Gap 2: The Design and Standards Gap
Service Gap 3: The Performance Gap
Service Gap 4: The Communication Gap
Service Quality Summary and Conclusions

Estimated time required to complete the course: 6-10 hours. 

THIS COURSE IS A REQUIRED COURSE FOR THE W. P. CAREY CUSTOMER EXPERIENCE CERTIFICATE

WHO SHOULD TAKE THIS COURSE:  Managers of individual contributors who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.

COURSE PRICING:

Individual Rates:

Center Member Rate: $495 per person

Non-Member Rate: $550 per person

Customer Experience Certificate Participants: $450 per person

Customer Experience Certificate Participants: $450 per person - For more information about the W. P. Carey Certificate in Customer Experience visit: http://wpcarey.asu.edu/research/services-leadership/certificate-in-customer-experience.

Contact Us

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