Executive Education
Managing Customer Service Excellence
in Small and Midsized Businesses
While Fortune 500s leverage vast resources and large management teams, small and midsized businesses (SMBs) must find smarter, leaner ways to deliver standout customer service. This course empowers SMB leaders with actionable tools and strategies to build strong, customer-centric organizations without losing the speed and agility that make SMBs unique.
In this hands-on, interactive session, participants will explore what drives customer satisfaction, loyalty, and long-term profitability. Designed for leaders and frontline teams across service-oriented industries, the course offers practical exercises, real-world examples, and frameworks that can be applied immediately to real business challenges.
Program details
This immersive, high-impact workshop is designed to help small and midsized business teams improve their customer service capabilities with research-backed strategies and tools. Participants will explore what customers value most in service delivery, how to measure service quality, and how to design recovery strategies that turn failures into opportunities.
Upcoming dates
October 21, 2025
Location
McCord Hall, Tempe campus
Agenda
8 a.m. to 12 p.m.
(4 contact hours)
Cost
Early bird: $349
(register by Oct. 7)
Regular: $399
(Early bird ends two weeks before program begins)
Who is this program for?
This course is designed for frontline employees and managers, individuals who interact directly with customers or lead customer-facing teams. Ideal for small and midsized businesses, it is relevant across a wide range of industries including retail, healthcare, financial services, professional services, and more.
What will I learn?
Participants will build a strong foundation in service excellence and customer experience strategy. Through interactive exercises and expert-led discussions, they’ll gain practical skills for measuring service quality, managing satisfaction and loyalty, and improving business performance through better service delivery.
Learning themes:
- How customers evaluate service quality, using the SERVQUAL framework
- Key drivers of customer satisfaction and loyalty, backed by real-world data (e.g., ACSI)
- How service excellence drives profitability, growth, and competitive advantage
- Tools and tactics for effective service recovery after service failures
- Frameworks for applying service strategy within your organization
Faculty
Contact W. P. Carey Executive Education
Transform your career with business education for the new economy. Complete this form to start a conversation with the W. P. Carey Executive Education team. We are happy to answer any questions as you explore our offerings and prepare to attend. You can also email us at [email protected] for more information.