Service Excellence


Introducing eCornell On-Demand Lessons

Our on-demand lessons libraries provide quick access to competency-based content that covers over 100 management and leadership topics. Lessons equip both new and seasoned managers with just-in-time skills to solve their everyday challenges. Each lesson includes short videos of Cornell faculty, practice activities, and downloadable tools — including a Blended Learning Guide that can be used to lead team conversations to contextualize and apply the learning to your business.

Service Excellence

The Service Experience Cycle
The PERC Toolkit
Contextual Sensitivity
Anticipating Needs
Communication
Listen, Observe, Ask
Conflict Resolution
Service Recovery