Service Quality Design & Mgmt: Strategy to Customer Delight — Live Workshop

Join Dr. Earney Lasten — with over 30 years teaching service quality across six countries, and instructor of the Udemy course “Service Quality Design & Management: Strategy to Customer Delight” — for a live, hands-on workshop built on the framework used at RMIT Vietnam and University of Curaçao. In one full Saturday, master the tools behind exceptional service: strategy, staffing, systems, and guestology — then apply them directly to your own business in a hands-on workshop. Prefer self-paced? The full video course is also available on Udemy.

🎯 What You’ll Learn

• Understand the core principles of service quality and the importance of a guest-centric philosophy
• Develop strategies to identify and meet (and exceed) guest expectations
• Design and manage service settings that enhance the guest experience
• Build and sustain a total service culture within an organization
• Implement effective staffing strategies to attract and retain service-oriented employees
• Develop and deliver impactful training programs to empower employees to serve with excellence
• Motivate and inspire employees to provide exceptional service

🗓️ Program & Schedule — September 5, 2026