You must correct the following errors to continue:
- The current information for the selected course has expired. To see the latest information, please search for this course again, then proceed with your enrollment.
Course DescriptionIn 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 AuthorJudi 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
- 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