Delivering an Excellent Customer Experience for Your Organization

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Course Focus

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.

Topics Include

  • 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

Faculty

Course Cost US$769
Hours to Complete Course: 10.0
CEUS earned 1.0
This course is part of one or more online certificates:

Please choose from the following course start dates:

October 9, 2019 Add to Cart
November 6, 2019 Add to Cart
December 4, 2019 Add to Cart
January 1, 2020 Add to Cart
January 29, 2020 Add to Cart
February 26, 2020 Add to Cart
March 25, 2020 Add to Cart
April 22, 2020 Add to Cart
May 20, 2020 Add to Cart
June 17, 2020 Add to Cart
July 15, 2020 Add to Cart
August 12, 2020 Add to Cart
September 9, 2020 Add to Cart
October 7, 2020 Add to Cart
November 4, 2020 Add to Cart
December 2, 2020 Add to Cart
December 30, 2020 Add to Cart