As employees of the flagship Umass campus, a world class teaching and research University, each of us plays an integral role in the success and reputation of the institution. This third workshop in the Customer Service Certificate Series provides direct learning opportunities to understand and practice skills and create processes that support excellence in customer service in this diverse and changing world. This workshop will look at how our cultural differences may influence both our expectations and interactions with customers. The other two workshops in this series are Basic Customer Service Skills and Managing Challenging Customers. Workshops can be taken alone or as part of a series. Participants must complete all three workshops to receive a certificate. In order to sign up for the entire series participants must sign up for each workshop separately.