We are thrilled to announce that we’re working with customer service excellence expert Mark Colgate on his new book, Cracking the Code of Service: How to Elevate Your Employees and Customers Through World-Class Service.

Mark Colgate’s primary research areas are in customer service excellence and coaching. Colgate is currently, and has been for the last seven years, a professor at Peter B. Gustavson School of Business, University of Victoria, British Columbia, teaching courses at undergraduate, postgraduate, and executive levels. He has also taught in China, Australia, New Zealand, and Ireland, and as a professor, Colgate has received two university-wide teaching excellence awards—one from the University of Auckland, New Zealand in 1999, and the same award in 2013 from the University of Victoria.

Distilling from more than twenty years of teaching service excellence courses, Colgate will expatiate in his latest publication the science, systems, and discipline of great customer service, and debunk the dated notion that “customer is king.” In Cracking the Code of Service, Colgate will highlight how and why companies should prioritize delivering the best service experience—for both customers and employees, and elaborate on the scientifically-driven F.A.M.E. model (Framework, Accountability, Moments, and Endurance). Colgate’s research and insight will empower readers to differentiate themselves and their organization with the aforementioned model, and to create a unique approach to communicate their particular service brand to customers in a precise and compelling manner.

Cracking the Code of Service, Colgate’s second publication, will be available in 2018. He also authored 8 Moments of Power in Coaching: How to Design and Deliver High-Performance Feedback to All Employees, published in 2016.