Excellence in Service

Length: 1-day of interactive workshop-style training.

This Excellence in Service: Advanced training course builds on the skills taught in the Standard Customer Service Course. In this Advanced course, Participants will learn how to determine what customers want, and evaluate the service provided. Participants will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and recognizing desirable behaviour. Finally Participants learn how to create a customer service climate and foster customer loyalty.

Course Outline:

Lesson 1: Service Standards

• Topic A: Fundamentals of service standards
• Topic B: Monitoring service standards
• Topic C: Management and service standards

Lesson 2: Service teams

• Topic A: Teams as a service solution
• Topic B: Employee selection
• Topic C: Team training and empowerment
• Topic D: Motivation

Lesson 3: Customer loyalty

• Topic A: Understanding your customers
• Topic B: Customer loyalty development
• Topic C: Employee loyalty and influence
• Topic D: Memorable service