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