Fostering a Culture of Service Excellence

COURSE ID: SHA591

Course Overview

In this course, you will distinguish between the various components of a service culture and assess your current service environment. Using a case-based approach, this course will illustrate the importance of developing a strong service culture. You will reaffirm the importance of communicating a clear vision to both internal and external customers and share vision statements for your ideal service culture that reflect your organization’s key values. Finally, you will identify workplace challenges and formulate an action plan to close gaps between specific components of your current and ideal service cultures.
  • 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