About Mark Colgate


Mark is a Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He helps to inspire students, and guide the school and university’s brand, culture, and growth, Mark is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and he has taught in Ireland, New Zealand, and Australia. Mark’s primary research areas are service excellence and coaching. This research, published in several top-tier journals, advances the understanding of the science of service excellence. He has also published two books, which are available to purchase at all major retailers.


Known for his passion for excellent customer service and his innovative teaching style, he brings a coaching approach that blends the science of service with the frontline delivery of sales and service in a professional way. His teaching reflects this research, having taught many courses in service excellence, coaching, and marketing at undergraduate, postgraduate and executive levels. In 2013, Mark received the prestigious UVic Harry Hickman Award for Excellence in Teaching. He has earned similar awards throughout his career including a university-wide teaching excellence award from the University of Auckland, New Zealand and in 2003, 2004 and 2007, 2016 from his students at the Gustavson School of Business.


Mark has consulted for many service organizations including the Commonwealth Bank of Australia (where he was general manager for customer satisfaction for three years), TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Whistler Blackcomb and many areas of the B.C. government.

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