Best Practices in Service Quality Measurement – Two Day Virtual Course

Organizations have always struggled to balance the potentially conflicting demands of providing excellent service versus improving short-term financial results. Today there is renewed interest in identifying the aspects of a customer's experience that most influence that customer's future purchase intentions — and then tracking whether intentions translate into actual buying behavior. This course will provide an overview of service quality measurement and how service quality is related to customer satisfaction and retention.

MORE RESOURCES! Take this course and receive the accompanying book Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed after the course. (Available to U.S. registrants.)

Please note: Registration is for one person only.

WEB-BASED

#413133

Day One • June 3, 2008 • 8:00 a.m. – 3:30 p.m. Central
Day Two • June 10, 2008 • 8:00 a.m. – 3:30 p.m. Central

Member Price: $750
List/Forum/Division Price: $850

CEUs and ASQ RUs: 1.4

Instructor
Jim Jubelirer

Why Virtual?
ASQ Virtual Courses provide the same expert instructors, course materials and the ability to earn CEUs (and ASQ RUs) as our traditional educational courses, but they save you time away from work/family and save you money on lodging and other travel expenses. In short, they bring you all the training you need without all the hassle.