Secrets of Phenomenal Customer Service
Course ID: HAME519 Ensure consistent, high-quality customer service. Use training to develop and reinforce effective service skills and attitudes. |
Description
Delivery of consistent, high-quality customer service requires leadership, training, development and continual improvement on an organizational level. It also involves properly scaling customer services to reflect the size, capabilities and service brand of the organization.
This course prepares supervisors and managers to identify these key service requirements and to implement a variety of training methods to ensure the continual development and reinforcement of service attitudes and skills among its employees.
Who Should Enroll in This Course?
This course is essential for everyone—from supervisors through upper-level and high-potential managers—whose success relies on their organization’s ability to consistently deliver great customer service.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.
April 4, 2012
May 2, 2012
Click 'Enroll Now' to see available dates beyond May 2, 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:
- The First Secret: Phenomenal Verbal Communication Skills.
- Responding with Empathy.
- Responding Objectively.
- The Second Secret: Phenomenal Non-Verbal Communication Skills.
- Controlling Vocal Cues.
- Reinforcing Verbal Messages.
- Using Body Language.
- The Third Secret: Phenomenal Listening Skills.
- Influences on Listening Effectiveness.
- Listening as a Customer Service Skill.
- Describe challenges confronting employees in the area of service communication.
- Identify essential service skills specific to a particular position.
- Describe the secrets of effective service communication: phenomenal verbal communication, nonverbal communication, and listening skills.
- Analyze service encounters to better address specific customer needs and requirements.
Benefits to the Learner
After completing this course, participants will be able to:
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...
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"I found that the most helpful part of the course was the discussion portion of the modules. The instructor encouraged elaboration on my answers, which made me think more about the topics. I had to dig deeper to come up with additional ideas for phenomenal customer service."
