| Dates for this class: |
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| Course Details [choose new course] [printable version] |
| Excellence in Service: Advanced |
| Course Number: AP0304 |
| Category: Business Skills |
| Duration: 1.00 day |
Description
This ILT Series 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. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Outline
- Unit 1: Service standards
- Topic A: Fundamentals of service standards
- Topic B: Monitoring service standards
- Topic C: Management and service standards
- Unit 2: Service teams
- Topic A: Teams as a service solution
- Topic B: Employee selection
- Topic C: Team training and empowerment
- Topic D: Motivation
- Unit 3: Customer loyalty
- Topic A: Understanding your customers
- Topic B: Customer loyalty development
- Topic C: Employee loyalty
- Topic D: Memorable service