Northern Arizona University

Managing Customer Service

This purpose of this full-day workshop is to provide strategies and tactics for managing service expectations and experiences. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals and new approaches in the design, staffing, marketing, and management of the service system.  You will learn how to create a positive customer service climate that harnesses the natural talents of service professionals. This workshop offers unique and useful guidance on the hiring, training, supporting, retention, and empowerment of service professionals.  Completion will result in a Certificate in Managing Customer Service. Web Delivery through NAU School of Hotel & Restaurant Management. In-Person workshop also available. Instructor: Galen Collins, Ph.D.

Workshop fees per participant: 
$150 half-day / $250 full-day
(+Instructor Travel Costs)

CONTACT
INFORMATION

Grace Marks
Phone: 928-523-4289
Fax: 928-523-5233
PO Box 6024
Flagstaff, AZ  86011-6024
Grace.Marks@nau.edu

Galen Collins
Phone: 928-523-7333
Fax: 928-523-1711
PO Box 5638
Flagstaff, AZ  86011-5638
Galen.Collins@nau.edu