W. P. Carey Certificate in Customer Experience for Honeywell

Honeywell Program Representatives

Sonia Cyril

Center for Services Leadership Representative

Sarah Johnson

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


Center for Services Leadership

How to Find & Fix Service Quality Gaps

Learn to identify the four service quality gaps in your organization and learn best practices for closing them. Acquire skills in building trust and rapport with customers, in listening to them actively and offering solutions to them, and in approaching difficult situations which may involve saying “no”.

At the end of this course, you should 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

This course is especially beneficial to managers or individual contributors who make or influence decisions about service quality in areas such as strategy, customer experience, support service, and operations.