Judi Brownell is a professor at the School of Hotel Administration. She teaches courses in organizational behavior and management communication. Brownell has international teaching experience and her on-line eCornell executive courses are taken worldwide. Brownell’s research projects include studies on managerial listening behavior and the competencies required for global hospitality leaders. She has created tools to assess employee-organization fit and the communication of service values. Her current research focuses on listening as it relates to communicating and maintaining service quality standards in the international cruise industry. Brownell has authored several textbooks, published over 80 articles, and serves on several editorial boards. She is also past president of the International Listening Association and has received awards for her research in this field. Brownell has conducted training and consulting for a wide range of hospitality organizations. Among her projects, she has designed assessment centers for hospitality leadership development. A seasoned administrator, Brownell has served as the school’s associate dean for academic affairs, dean of students, and director for graduate studies. She has also been academic area director for both the organization behavior and management communication disciplines.
In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.
WHAT YOU'LL LEARN
- Select service-centered employees
- Orient and socialize employees to practice high service standards
- Create a team-centered, collaborative culture
- Provide training that facilitates service excellence
How It Works
3-5 hours per week
100% online, instructor-led
Who Should Enroll
- Any organization looking to provide a consistent high level of customer service
- Managers and leaders responsible for serving external and internal customers
- Leaders and team members at financial institutions
- Hotel and restaurant leaders and team members
- Healthcare facility leaders and team members
- Retail leaders and team members
- Small business leaders
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