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Course Description

In this course, you will begin by focusing on service intangibles and consider the power of both customer perceptions and experience management in delivering exceptional service. The impact of sharing service stories and the benefits of fostering creative approaches to addressing service challenges are emphasized as participants consider how to facilitate a strong culture of service excellence. Providing phenomenal service requires empowered employees, and along with your fellow students, you will discuss methods of preparing employees to solve problems, make decisions, and address issues of service recovery. Then, you will consider how to best facilitate performance management practices including coaching and mentoring. A compassionate workplace fosters increased satisfaction and productivity, and the course concludes with suggestions for focusing on service employees’ health and care.

Faculty Author

Judi Brownell

Benefits to the Learner

  • Select service-centered employees
  • Orient and socialize employees to practice high service standards
  • Create a team-centered, collaborative culture
  • Provide training that facilitates service excellence

Target Audience

  • 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

Applies Towards the Following Certificates

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Cornell's Peter and Stephanie Nolan School of Hotel Administration
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