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. Sessions may be taken as individual workshops, however, participants must complete all three workshops in this series to receive a certificate. To sign up for the series, you must register for each workshop separately.