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
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 9 | August 2, 2017 | August 30, 2017 | Register Now |
| 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 8 | June 7, 2017 | July 5, 2017 |
Contact Sarah Johnson This course is almost full. |
| 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 9 | August 2, 2017 | August 30, 2017 | Register Now |
| 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 8 | June 7, 2017 | July 5, 2017 | Register Now |
| Session 10 | October 4, 2017 | November 1, 2017 | Register Now |
| Session 12 | April 4, 2018 | May 2, 2018 | Register Now |