When customers reach out, they usually don’t want a script. They want a clear answer, a path forward, and the sense that someone on the other end is paying attention. While competitors rely on chatbots and automated responses, you can set your organization apart by offering authentic, thoughtful service that cultivates genuine relationships and fosters long-term loyalty. That is the focus of HEC’s new course, Core Principles of Customer Service Excellence.

What this course addresses

The curriculum covers understanding different customer types and their needs, communicating clearly and professionally, applying the PRIME model for consistent service behaviors, and utilizing a conflict-resolution framework to navigate challenging situations.

Who will benefit

Frontline staff, supervisors, and team leads who interact with customers across industries. HR and learning leaders can also use the content to onboard new hires or refresh standards with existing teams.

When and where

Virtual Session

Tuesday, September 30, 2025
9–11:30 a.m.
Live via Zoom

Special in-person training sessions on Kauaʻi
Two in-person options are scheduled on Friday, October 3, 2025, at Outrigger Kauaʻi Beach Resort & Spa, Light refreshments will be provided.

Morning session: 9–11:30 a.m.
Check-in begins at 8:40 a.m.

Afternoon session: 1–3:30 p.m.
Check-in begins at 12:40 p.m.

Registration Fees:

Members: $80 per person.
Member bulk rate: $70 per person when registering 10 or more from the same organization.
Non-members: $170 per person.

HRCI™ Credits: 2.5
SHRM® Credits: 2.5

Participants leave with tools they can apply immediately, including the PRIME model and a step-by-step approach to resolving conflict. The aim is to give teams a common language and habits that make service more predictable for customers and more sustainable for staff.