Excellence in Service: Advanced

Excellence in Service: Advanced
One Day - Instructor-led

This course builds on the skills taught in the Excellence in Service: Basic course. In the Advanced course, students will learn how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and recognizing desirable behavior. Finally students learn how to create a customer service climate and foster customer loyalty.

Audience

This course is designed for anyone who is looking to advance professionally in their field

Course Outline

Lesson 1: Service Standards

  • Fundamentals of service standards
  • Monitoring service standards
  • Management and service standards

Lesson 2: Service teams

  • Teams as a service solution
  • Employee selection
  • Team training and empowerment
  • Motivation

Lesson 3: Customer loyalty

  • Understanding your customers
  • Customer loyalty development
  • Employee loyalty and influence
  • Memorable service