Excellence in Service: Advanced

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.

Duration: One day

Table Of Contents:
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 loyal’s influence
Topic D: Memorable service