Management Programs

16 E. 34th Street, 866-470-1922

Creating a Culture of Service Excellence MD375

Not currently offered

This program currently has no scheduled dates. Find out more about how this program can be offered in-house at your organization.

High-performance organizations face different day-to-day challenges but share a strategic secret: they succeed by creating a thriving culture of superior quality service. In today's competitive world, differentiating your service is the key to attracting and retaining customers while driving bottom-line results.

All customer interactions with your organization have an impact on their perception of the experience - and of your organization. World-class service is more than just employees smiling and making good eye contact. It is an all-encompassing approach to making service delivery excellence your "business as usual." Everything a customer sees, hears, or touches impacts the experience. This one-day workshop will help managers and leaders:

  • Learn how to create a seamless experience of service excellence for their internal and external customers
  • Identify ways to create customer-friendly processes by looking through the lens of the customer
  • Discover how to create memorable points of contact in each customer interaction

Key Topics

  • Understanding the importance of creating loyal customers vs. satisfied customers
  • Developing a common vision and service delivery standards for all employees
  • Practical tools to assist in forming delightful experiences for your customers
  • Bridging the gap between your business processes and your customer experiences
  • Leadership actions to engrain the principles of service excellence into your organization's culture
  • Techniques to maintain employee involvement and engagement at all levels

Who Will Benefit

Leaders and managers of all organizational functions who want to instill a proven process that ensures consistent service delivery to both internal and external customers to build loyalty and organizational success

Instructor

Teri Yanovitch

ILR School, 309 Ives Hall, Cornell University, Ithaca, NY 14853
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