SHA594 - Delivering an Excellent Customer Experience for Your Organization

Course Description

In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. 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.

Faculty Author

Judi Brownell, Professor of Organizational Communication

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