Secrets of Phenomenal Customer Service

Ensure consistent, high-quality customer service. Use training to develop and reinforce effective service attitudes and skills in your employees.

Description

Every employee is an important member of the service delivery team. Organizational members must work together to ensure consistent, high-quality customer service. Effectiveness requires the development of exceptional customer-service skills appropriate to the particular organization. This course prepares supervisors and managers to identify these key service requirements and implement a variety of training methods to ensure the development and reinforcement of service attitudes and skills.

Who Should Take This Course?

This course is essential for everyone - from supervisors through upper-level and high-potential managers - whose success depends on their and their employees’ ability to deliver phenomenal customer service.

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:

• The First Secret: Phenomenal Verbal Communication Skills
• Responding with Empathy
• Responding Objectively

• The Second Secret: Phenomenal Non-Verbal Communication Skills
• Controlling Vocal Cues
• Reinforcing Verbal Messages
• Using Body Language

• The Third Secret: Phenomenal Listening Skills
• Influences on Listening Effectiveness
• Listening as a Customer Service Skill

Benefits to the Learner

After completing this course, participants will be able to:

• Describe challenges confronting employees in the area of service communication
• Identify essential service skills specific to a particular position
• Describe the secrets of effective service communication: phenomenal verbal communication, nonverbal communication, and listening skills
• Analyze service encounters to better address specific customer needs and requirements

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.