This course builds on the skills taught in the Excellence in Service: Basic course. In the Advanced course, students will learn how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and Recognising desirable behaviour. Finally students learn how to create a customer service climate and foster customer loyalty.
Topics:
Service standards
Topic A: Fundamentals of
service standards
Topic B: Monitoring service
standards
Topic C: Management and service standards
Service teams
Topic A: Teams as a service
solution
Topic B: Employee selection
Topic C: Team
training and empowerment
Topic D: Motivation
Customer loyalty
Topic A: Understanding your
customers
Topic B: Customer loyalty development
Topic C: Employee loyalty and influence
Topic D:
Memorable service