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Course Description

In this course, you will distinguish between the various components of a service culture and assess your current service environment. Using a case-based approach, this course will illustrate the importance of developing a strong service culture. You will reaffirm the importance of communicating a clear vision to both internal and external customers and share vision statements for your ideal service culture that reflect your organization’s key values. Finally, you will identify workplace challenges and formulate an action plan to close gaps between specific components of your current and ideal service cultures.

Faculty Author

Judi Brownell, Professor of Organizational Communication

Benefits to the Learner

  • Define service culture and identify the strategies used by culture leaders
  • Define the characteristics and expectations of your target market that enable you to focus on activities that will delight customers
  • Describe an ideal service culture for this market
  • Assess the effectiveness of each component of your service culture so that you can plan for continuous improvement
  • Develop an action plan for enhancing your service culture based on your assessments

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
Language of Delivery
English
Type
2 week
Dates
Aug 24, 2022 to Sep 06, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Sep 21, 2022 to Oct 04, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Oct 19, 2022 to Nov 01, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Nov 16, 2022 to Nov 29, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Dec 14, 2022 to Dec 27, 2022
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Jan 11, 2023 to Jan 24, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Feb 08, 2023 to Feb 21, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Mar 08, 2023 to Mar 21, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Apr 05, 2023 to Apr 18, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
May 03, 2023 to May 16, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
May 31, 2023 to Jun 13, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Jun 28, 2023 to Jul 11, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Jul 26, 2023 to Aug 08, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Aug 23, 2023 to Sep 05, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Sep 20, 2023 to Oct 03, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Oct 18, 2023 to Oct 31, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Nov 15, 2023 to Nov 28, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
Language of Delivery
English
Type
2 week
Dates
Dec 13, 2023 to Dec 26, 2023
Total Number of Hours
10.0
Course Fee(s)
Standard Price $1,199.00
Section Notes

IMPORTANT COURSE INFORMATION

  • This course includes a year of free access to Symposium! These events feature a week of live, highly participatory virtual Zoom sessions with Cornell faculty and experts to explore today’s most pressing hospitality topics. Throughout the year, you may participate in as many sessions as you wish. Attending a Symposium is not required to successfully complete the certificate program.
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