Delivering an Excellent Customer Experience for Your Organization
In this course you will learn to focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. In this course you will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards.
You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.
Who Should Take this Course?
This course is appropriate for new and experienced middle managers from service-based organizations; managers and leaders from functional areas who are responsible for serving external and internal customers; and individuals belonging to service-oriented organizations ranging from hotels and restaurants to healthcare facilities, financial institutions, small businesses, and retail establishments whose staff or unit is responsible for providing a consistent and high level of service.
- Selecting service-centered employees
- Orienting and socializing employees to practice high service standards
- Creating a team-centered, collaborative culture
- Providing training that facilitates service excellence
- Judith Brownell, Prof Emeritus, School of Hotel Administration