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How Customers Evaluate the Quality of Your Service Work

Course length: 
Two hours
Sales, Marketing & Management
Course description

In EASA’s recent industry research project with end-user customers, the quality of service work performed was the most important criteria when determining if an outside service provider should be used.  Perhaps that is no surprise.  But, how do customers define quality of service work performed?  What are some tangible ways that EASAn’s can demonstrate their quality of service work performed?

Based upon years of research in the field of “services marketing”, this session will explain the language of quality of services.   A key component is the notion of “service gaps” which occur between a customer’s upfront expectations for service work compared to how they later evaluate the actual services performed.   Industry standards, such as ANSI/EASA AR-100, and EASA’s Accreditation Program are both examples of specific tools that can used to close these “service gaps”, and create a clearer definition of quality of services.  

Estimated duration: 2 hours

NOTE: This course must be scheduled with another 2-hour or longer course for a minimum training time of at least one half-day.

Instructor(s) available to teach the course: 
Jerry Peerbolte, J. Peerbolte & Associates
Chapter/Region fee (+expenses): 
$1250 plus $15/student for handout
Member company fee (+expenses): 
$1750 plus $15/student for handout
Nonmember fee (+expenses): 
Not available to nonmembers
Maximum number of students: 
No maximum
(Additional fees may apply if travel time exceeds 5 hours. Contact EASA for details.)
Condensed course alternatives
Available as a condensed course: