Creating Service Cultures
Course ID: HAME518 Exceed customer expectations by establishing a strong internal service culture. Select and develop high-performing employees who set, maintain and regularly surpass service standards. |
Description
Delivering exceptional customer service begins with the establishment of a service culture, one that rewards and reinforces exemplary customer-focused behaviors. The course shows how to create a service-oriented team by selecting and developing high-performing employees who maintain high service standards.
This course helps managers establish a strong internal service culture that is focused on exceeding customer expectations—which leads to increased company revenue.
Who Should Enroll in This Course?
This course is invaluable for all managersâfrom mid-level and high-potential managers to upper-level executivesâcharged with creating, implementing, and sustaining an internal service culture as a strategy to drive future organizational success.Enrollment
To register, contact an Enrollment Counselor at info@ecornell.com or 1-866-326-7635 (+1-607-330-3200 from outside the United States).Certificate programs are eligible for eCornell Payment Plans. Discounts are available for military personnel, veterans, and Cornell University Alumni. eCornell programs are not eligible for financial aid or federal Pell Grants. Contact an enrollment counselor for more information.
March 21, 2012
April 18, 2012
Click 'Enroll Now' to see available dates beyond April 18, 2012.
Certificate Information
This course can be applied toward the following certificates:- Hospitality Management
- Master Certificate in Hospitality Management
- Leading Customer-Focused Teams
- Master Certificate in Hospitality Management
- Master Certificate in Foodservice Management
CEUs
HRCI Recertification
Additional Information
Course Format
eCornell takes a problem-based approach to learning, and our courses are built around realistic case studies and scenarios. All courses are self-paced and are facilitated by an eCornell instructor who leads the online discussions and is available to answer specific questions about the course content.
This course contains the following modules:
- Identifying High-Potential Service Employees.
- The Intangible Side of Providing Phenomenal Service.
- Identifying the Intangibles of Phenomenal Service.
- Creating and Maintaining Internal Service Systems.
- Communicating Standards of Phenomenal Service.
- Supporting Phenomenal Service.
- Providing Leadership for Phenomenal Service.
Benefits to the Learner
After completing this course, participants will be able to:
- Discuss the nature and importance of intangible personal characteristics in the delivery of phenomenal service.
- Describe the variety of selection strategies available to identify service intangibles.
- Clearly articulate service standards and communicate them throughout the organization.
- Create internal systems to maintain and continuously improve processes related to phenomenal service.
- Discuss the impact implementing the ideas from this course can have on your organizationâs service quality.
Authoring Faculty
Florence Berger, Ph.D., Professor Emeritus
Judi Brownell, Ph.D., Professor
Sponsoring School
Cornell University's School of Hotel AdministrationTotal Learning Time
Approximately 5-6 hours over a period of 2 weeks.You May Be Interested In...
Students who purchased this course also purchased:
- Student Testimonial,
"I have attended countless training seminars that coach through the information provided by this course; but it was great to be linked to professionals in other industries. I liked reading about what their companies have implemented."
Creating Service Cultures - Student Testimonial,
"Sometimes, we live in our own hotel world and are so close to the situation that we can't be objective. With the fresh resources provided in this course, we can manage more effectively - and passionately!"
Creating Service Cultures
