Creating Service Cultures

Exceed customer expectations through establishing a strong internal service culture. Select and develop high-performing employees and set, maintain, and surpass service standards.

Description

In realizing the vision of phenomenal customer service, high-performing organizations focus first on serving and satisfying the customers within. This course helps managers establish a strong internal service culture toward the goal of exceeding customer expectations. The course emphasizes the methods of creating and maintaining an organizational culture that rewards and reinforces internal service behaviors. Participants learn how to select and develop high-performing employees and how to set and maintain service standards.

Who Should Take This Course?

This course is invaluable for all those—from mid-level and high-potential managers to upper-level executives—charged with creating, implementing, and sustaining an internal service culture as a strategy to drive future organizational success.

Course Format

eCornell takes a problem-based approach to learning, and our courses are built around realistic case studies and scenarios. All courses are self-paced and are facilitated by an eCornell instructor who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

• Identifying High-Potential Service Employees
• The Intangible Side of Providing Phenomenal Service
• Identifying the Intangibles of Phenomenal Service
• Creating and Maintaining Internal Service Systems
• Communicating Standards of Phenomenal Service
• Supporting Phenomenal Service
• Providing Leadership for Phenomenal Service

Benefits to the Learner

After completing this course, participants will be able to:

• Discuss the nature and importance of intangible personal characteristics in the delivery of phenomenal service
• Describe the variety of selection strategies available to identify service intangibles
• Clearly articulate service standards and communicate them throughout the organization
• Create internal systems to maintain and continuously improve processes related to phenomenal service
• Discuss the impact implementing the ideas from this course can have on your organization’s service quality

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus

Judi Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

HRCI Recertification

This course been approved for six (6) recertification credit hours toward PHR, SPHR, and GPHR recertification through the Human Resource Certification Institute. Please contact the Human Resource Certificate Institute (HRCI) for further information about certification or recertification.