Who should attend
- Any organization looking to provide a consistent high level of customer service
- Managers and leaders responsible for serving external and internal customers
- Leaders and team members at financial institutions
- Hotel and restaurant leaders and team members
- Healthcare facility leaders and team members
- Retail leaders and team members
- Small business leaders
About the course
In this course, you will identify the responsibilities of a service champion and the personal characteristics that contribute to effectiveness. The key skills required to assess, guide, and motivate service employees’ performance are presented. You will practice the competencies required for engaging your colleagues in creating a strong service culture. Self-assessments and tools provide you with direction in developing several of these skills to evaluate your leadership traits, such as your credibility and expression of empathy. A review of communication channels and characteristics enables you to select the most appropriate method of communicating service standards. A final project provides an opportunity for you to apply course concepts to your own organization to facilitate a strong service culture.
What’s a “service champion”? What do we mean by a “strong service culture”? In this course, you will identify what great customer service teams do so that you can practice and model the same skills, helping your team move from good to great.
Throughout this course you will practice modeling empathy, communication, curious discovery, and empowering others. This practice will give you the ability to empower others and empower your team to deliver excellent service that can be sustained over time.
- Assessing your personal competencies required for facilitating your employees’ service
- Developing service-focused leadership competencies to engage colleagues in creating a strong service culture
- Selecting appropriate communication channels by considering the audience, the message, and your overall communication strategy
- Developing clear action steps for improving key personal competencies
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.