The Science of Service

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KEY SELLING POINTS: A LEADING EXPERT IN THE FIELD As an expert in customer service excellence, Colgate has consulted for many service organizations around the world, including TELUS, Sony, Toyota, the Bank of Ireland, Whistler Blackcomb, and Four Seasons. He is known for successfully boosting customer satisfaction and engagement for businesses of varying sizes, and his success stories add credibility. A GROUNDBREAKING, RESEARCH-BASED BOOK Even though customer service is a subject that concerns almost all business owners, there hasn't yet been a book that dissects the science of customer service and satisfaction, using recent case studies. > Customer relations and loyalty concern most business owners and employees-from CEOs to sales representatives, and have a proven impact on corporate bottom lines. Colgate delivers an easy, actionable path to improving customer relations. COURSE ADOPTION POTENTIAL Mark Colgate is not only a consultant, but also an academic whose primary research is in customer service excellence and coaching. He is the associate dean at the Peter B. Gustavson School of Business at the University of Victoria and has taught business courses at all over the world, including the U.K., Ireland, China, and New Zealand. the combination of academic rigour and professional expertise that he offers give it strong potential for college and university course adoption.