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Industry

Hospitality Leadership Through Learning
Industry

Secrets of Phenomenal Customer Service

Course Cost US$599
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Course Focus

Every employee is an important member of the service delivery team. Organizational members must work together to ensure consistent, high-quality customer service. Effectiveness requires the development of exceptional customer-service skills appropriate to the particular organization. This course prepares supervisors and managers to identify these key service requirements and implement a variety of training methods to ensure the development and reinforcement of service attitudes and skills.

Who Should Take This Course?

This course is essential for everyone - from supervisors through upper-level and high-potential managers - whose success depends on their and their employees' ability to deliver customer service.

Key Benefits

After completing this course, you will be able to--

1. Describe challenges confronting employees in the area of service communication
2. Identify essential service skills specific to a particular position
3. Describe the secrets of effective service communication

Course Topics:

  • Module 1 - The First Secret - Phenomenal Verbal Communication Skills
  •    1. Responding with Empathy
  •    2. Responding Objectively
  • Module 2 - The Second Secret - Phenomenal Non-Verbal Communication Skills
  •    1. Controlling Vocal Cues
  •    2. Reinforcing Verbal Messages
  •    3. Using Body Language
  • Module 3 - The Third Secret - Phenomenal Listening Skills
  •    1. Influences on Listening Effectiveness
  •    2. Listening as a Customer Service Skill

Faculty

  • Florence Berger, Ph.D., Professor Emeritus, School of Hotel Administration, Cornell University
  • Judi Brownell, Ph.D., Professor, School of Hotel Administration, Cornell University

Levels 1 2 

Course Format:

Our online courses take a problem-based approach to learning, and we build each course around realistic case studies and scenarios. All courses are self-paced, and are managed by an online instructor who leads the online discussions and is available to answer any questions about the course content. You will have a 2-week instructional period at the beginning of the course within which you will complete the required elements of the course. You will have access to the course content for an additional month following the instructional period.

Course sessions begin on Wednesdays.
Please choose from the following course start dates:

Course Code: DLP04ME519

Completion of this course qualifies for .6 Continuing Education Units (CEUs).

  • 17 March 2010
  • 07 July 2010