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Course Description

In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.

Faculty Author

Judi Brownell, Professor of Organizational Communication

Benefits to the Learner

  • Select service-centered employees
  • Orient and socialize employees to practice high service standards
  • Create a team-centered, collaborative culture
  • Provide training that facilitates service excellence

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
Sep 07, 2022 to Sep 20, 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 05, 2022 to Oct 18, 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 02, 2022 to Nov 15, 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 30, 2022 to Dec 13, 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 28, 2022 to Jan 10, 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
Jan 25, 2023 to Feb 07, 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 22, 2023 to Mar 07, 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 22, 2023 to Apr 04, 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 19, 2023 to May 02, 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 17, 2023 to May 30, 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 14, 2023 to Jun 27, 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 12, 2023 to Jul 25, 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 09, 2023 to Aug 22, 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 06, 2023 to Sep 19, 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 04, 2023 to Oct 17, 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 01, 2023 to Nov 14, 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 29, 2023 to Dec 12, 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 27, 2023 to Jan 09, 2024
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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