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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
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.
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.
How to Deliver Front Line Service Quality
This course focuses on understanding service quality and how companies can deliver outstanding service quality consistently.
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”.
How to Profit from Service Recovery
This course focuses on understanding the nature of service failures and the importance of service recovery.