Developing Service Excellence Competencies

COURSE ID: SHA592

Course Overview

In this course, you will identify the responsibilities of a service champion and the personal characteristics that contribute to effectiveness. The key skills required to assess, guide, and motivate service employees’ performance are presented. You will practice the competencies required for engaging your colleagues in creating a strong service culture. Self-assessments and tools provide you with direction in developing several of these skills to evaluate your leadership traits, such as your credibility and expression of empathy. A review of communication channels and characteristics enables you to select the most appropriate method of communicating service standards. A final project provides an opportunity for you to apply course concepts to your own organization to facilitate a strong service culture.

What’s a “service champion”? What do we mean by a “strong service culture”? In this course, you will identify what great customer service teams do so that you can practice and model the same skills, helping your team move from good to great.

Throughout this course you will practice modeling empathy, communication, curious discovery, and empowering others. This practice will give you the ability to empower others and empower your team to deliver excellent service that can be sustained over time.

  • New and experienced middle managers from service-based organizations
  • Managers and leaders from functional areas who are responsible for serving external and internal customers
  • Students may belong to any service-oriented organizations ranging from hotels and restaurants to healthcare facilities, financial institutions, small businesses, and retail establishments whose staff or unit is responsible for providing a consistent and high level of service, making things easy for customers, and delivering on the promise of a quality experience every time