Center for Services Leadership - How to Deliver Front Line Service Quality

How to Deliver Front Line Service Quality

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?

COURSE DESCRIPTION:  Learn methods for building trust and rapport with customers.  Discover strategies for actively listening to customers.  Acquire tactics for dealing with difficult customers.


  • Define the five dimensions of service quality
  • Define and explain why "moments of truth" are important to service quality
  • Explain methods of building trust and rapport with customers
  • Describe strategies for actively listening to customers
  • Specify approaches to difficult situations and saying "no" to customers

Chapter Presentations:

How to Succeed in Your Virtual Team
Five Dimensions of Service Quality
Are Moments of Truth Equal?
Four Types of Moments of Truth
Building Trust and Rapport
Active Listening
Handling Difficult Situations and Saying "No"

Estimated time required to complete the course: 6-10 hours over 8 weeks

This course is an elective for the W. P. Carey Certificate in Customer Experience

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.


Individual Rates:

Center Member Rate: $495 per person

Non-Member Rate: $550 per person

Customer Experience Certificate Participants: $450 per person (For more information about the W. P. Carey Certificate in Customer Experience visit:Custom Online Education)

Register Here

For questions on the CSL's online offerings, contact us at (480) 965-6201 or
Deliver front line service quality

Deliver Front-Line Service Quality

Identify important moments of truth when working with customers.

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Contact Us

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