Mark Colgate

Professor; Service Excellence, Coaching in the Organizational Context

Mark Colgate BSc, PhD is Professor at the Gustavson School of Business, University of Victoria, Canada. His primary research areas are service excellence, social psychology and its use within business and using the athletic approach to coaching in the organizational context.

He has worked for organizations in Canada, China, Australia, New Zealand and Ireland. Mark has received two University wide Teaching Excellence Awards. Once at the University of Auckland, New Zealand in 2000 and in 2014 the same award at the University of Victoria, Canada.

Mark recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. He has also consulted for many companies such as TELUS, Whistler Blackcomb, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC Government, Four Seasons and Toyota.

Moments of Power in Customer Service

In this highly engaging and interactive talk, Dr. Mark Colgate will share his research in the science of service which applies to any interaction whether it’s business to-business, business-to-customer or government-to-citizen. He will introduce the fundamental building blocks — the 3Rs and Moments of Power — that revolutionized the customer experience and business operations of many organizations like the Commonwealth Bank of Australia, the Whistler community and the British Columbia Government.

Don’t miss this presentation on Friday, 14 February 2020 at 09:10. For more information, please review our official programme.


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