Excellence in Service - Advanced

Course Overview

In this course, learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and how to develop customer loyalty with your customers.

Course Objectives

After completing this course, students will know how to:

  • Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
  • Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.
  • Understand your customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

    Course Outline

    1 - Service standards

    • Fundamentals of service standards
    • Understanding service standards
    • Creating effective standards
    • Establishing standards
    • Implementing standards
    • Monitoring service standards
    • Assessing the effectiveness of standards
    • Obtaining customer feedback
    • Correcting service problems
    • Management and service standards
    • Building and monitoring the service team
    • Creating an action plan
    • Establishing managerial standards
    • Identifying and overcoming service barriers

    2 - Service teams

    • Teams as a service solution
    • Understanding customer service teams
    • Maintaining a customer service team
    • Employee selection
    • Choosing the right employees
    • Conducting an interview
    • Team training and empowerment
    • Implementing proper training
    • Empowering employees
    • Motivation
    • Understanding the importance of motivation
    • Reinforcing desirable behavior

    3 - Customer loyalty

    • Understanding your customers
    • Knowing your customers
    • Understanding customer criteria
    • Uncovering customers’ needs
    • Customer loyalty development
    • Understanding customer loyalty
    • Building loyal customers
    • Encouraging customer loyalty
    • Employee loyalty’s influence
    • Developing employee loyalty
    • Helping employees to perform
    • Memorable service
    • Creating memorable service
    • Solving customer problems

  • Enroll Today

    This is a 1-day class

    Price: $395.00
    Payment Options

    ILT Instructor‑Led Training

    OLL Online LIVE

    GTR  Guaranteed to Run

    Class times are listed Eastern time. This class is available for Private Group Training

    To sort by location or date, click the ‘When’ and ‘Where’ column headings.

    Cart When Time   Where How
    12/14/2020 9:00AM - 5:00PM GTR Online LIVE OLL

    Class times are listed Eastern time
    This class is available for Private Group Training