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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

Applies Towards the Following Certificates

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Enroll Now - Select a section to enroll in

Type
2 week
Dates
Oct 07, 2020 to Oct 20, 2020
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Nov 04, 2020 to Nov 17, 2020
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Dec 02, 2020 to Dec 15, 2020
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Dec 30, 2020 to Jan 12, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Jan 27, 2021 to Feb 09, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Feb 24, 2021 to Mar 09, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Mar 24, 2021 to Apr 06, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Apr 21, 2021 to May 04, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
May 19, 2021 to Jun 01, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Jun 16, 2021 to Jun 29, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Jul 14, 2021 to Jul 27, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Aug 11, 2021 to Aug 24, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Sep 08, 2021 to Sep 21, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Oct 06, 2021 to Oct 19, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Nov 03, 2021 to Nov 16, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Dec 01, 2021 to Dec 14, 2021
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
Type
2 week
Dates
Dec 29, 2021 to Jan 11, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $969.00
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