Who should attend
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.
About the course
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.
- 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
Judi Brownell is a professor of organizational communication and former Dean of Students at the School of Hotel Administration, SC Johnson College of Business, Cornell University. She also has served as the Associate Dean for Academic Affairs and as the Richard J. and Monene P. Bradley Director o...
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.