How Customers Evaluate the Quality of Your Service Work

Course length: Two hours (This course must be scheduled with another 2-hour or longer course for a minimum training time of at least one half-day.​)
Available as a condensed course: No
Maximum number of students: No maximum
Instructor: Jerry Peerbolte, J. Peerbolte & Associates

Course description

In EASA’s most 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.  


  • 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
  • (Additional fees may apply if travel time exceeds 5 hours. Contact EASA for details.)

Schedule a private seminar

To schedule a private seminar for your group, contact:

Dale Shuter, CMP
Meetings & Expositions Manager
+1 , Ext. 3335

Hosting requirements

In addition to the seminar fees, the seminar sponsor will be responsible for:

  • All seminar promotion involved
  • Breaks (if provided)
  • Meeting room (approx. 1,000 square feet)
  • Instructor's travel and living expenses
  • Audio/visual equipment
  • Shipping costs of materials
  • Meals (if provided)