W. P. Carey Certificate in Customer Experience for Honeywell

2018 Course Session Calendar

Notice! The last scheduled courses for this program are those scheduled in
Session 16 (Oct. 17, 2018 – Nov. 14, 2018)

Honeywell Program Representatives

Sonia Cyril
Sonia.Cyril@Honeywell.com

Center for Services Leadership Representative

Sarah Johnson
sejohn12@mainex1.asu.edu

If you'd like to cancel your enrollment, please select from the course buttons below and complete the cancellation form to let us know you'd like to be removed.

Please note that course cancellation requests will not be honored if the course has already begun.

If you'd like to make any changes to your enrollment, please contact the Center for Services Leadership Program Representative.  Thank you!

How to Blueprint Excellent Customer Experiences How to Deliver Front Line Service Quality How to Find & Fix Service Quality Gaps How to Profit from Service Recovery

Honeywell

Center for Services Leadership

Course Selection

Welcome! On this page, you will find information about each course in the Certificate in Customer Experience program; including what content the course will cover, dates courses are available and links to register. You may register for one course per Session. Each Session is four weeks in length. Completion of all four courses is required for certification. Courses may be taken in any order. Review the Course Calendar section for full program schedules. Click on the title of each course to make your selection.

Notice: Courses may be taken in any order. Manager approval is required to take both courses in a single Session. Please contact Sarah Johnson for more information.

How to Blueprint Excellent Customer Experiences

Learn the skill of service blueprinting and how it differs from other methods of process mapping. Because Services differs substantially from products, they must be designed with different criteria in mind, notably; ease of use, convenience, and timeliness to customers.

Session Start date End date Registration
Session 11 February 7, 2018 March 7, 2018 Register Now
Session 13 June 6, 2018 July 4, 2018 Register Now

How to Deliver Front Line Service Quality

This course focuses on understanding service quality and how companies can deliver outstanding service quality consistently.

Session Start date End date Registration
Session 10 October 4, 2017 November 1, 2017 Contact Sarah Johnson
This course is almost full.
Session 12 April 4, 2018 May 2, 2018 Register Now

How to Find & Fix Service Quality Gaps

This course takes a deeper look into “moments of truth” and how customers evaluate quality in different types of “moments”.

Session Start date End date Registration
Session 11 February 7, 2018 March 7, 2018 Register Now
Session 13 June 6, 2018 July 4, 2018 Register Now

How to Profit from Service Recovery

This course focuses on understanding the nature of service failures and the importance of service recovery.

Session Start date End date Registration
Session 10 October 4, 2017 November 1, 2017 Contact Sarah Johnson
This course is almost full.
Session 12 April 4, 2018 May 2, 2018 Register Now