Excellence in Service: Advanced Student Manual

Duration:

One day

Description:

This ILT Series 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 recognizing desirable behavior. Finally students learn how to create a customer service climate and foster customer loyalty. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Table Of Contents:

Unit 1: Service standards

Topic A: Fundamentals of service standards

Topic B: Monitoring service standards

Topic C: Management and service standards

Unit 2: Service teams

Topic A: Teams as a service solution

Topic B: Employee selection

Topic C: Team training and empowerment

Topic D: Motivation

Unit 3: Customer loyalty

Topic A: Understanding your customers

Topic B: Customer loyalty development

Topic C: Employee loyal's influence

Topic D: Memorable service