Service Excellence Online Training

Every industry has customers. Every customer expects quality service. Cornell knows service.

Cornell University’s School of Hotel Administration, in partnership with eCornell, has launched a new initiative, Service Excellence On-Demand Training.

The training addresses the foundations of customer service through a straightforward framework and clear strategies for creating great service interactions.

Learners will have the opportunity to explore the Service Experience Cycle; develop their interpersonal service characteristics, including Poise, Empathy, Resourcefulness, and Care; and leverage concepts including Anticipation of Needs, Communication, and Conflict Resolution to create excellent service experiences.

The training is authored by Elizabeth Martyn ’07, in collaboration with School of Hotel Administration faculty Reneta McCarthy, senior lecturer; Cheryl Stanley, lecturer; J. Bruce Tracey, professor and associate dean for academic affairs; and Rohit Verma, professor, Cornell College of Business dean of external relations, and Institute for Healthy Futures executive director.

The eight online training lessons deliver the principles of Service Excellence in a self-paced format for each learner. The lessons feature practice activities to apply the concepts to service scenarios, as well as in-lesson assessment questions to gauge comprehension. The training is accompanied by a Workshop Guide, which serves as a road map to allow on-site team leaders to facilitate productive discussions and localize the concepts of Service Excellence. Individuals who successfully complete all eight lessons will receive a recognition of their achievement from Cornell University’s School of Hotel Administration.

To learn more, visit Cornell Service Excellence on the web.

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