HAME 518 - Creating Service Cultures

Institution:

Cornell University

Subject:

Description:

In realizing the vision of phenomenal customer service, highperforming organizations focus first on serving and satisfying the customers within. This course helps managers establish a strong internal service culture toward the goal of exceeding customer expectations. The course emphasizes the methods of creating and maintaining an organizational culture that rewards and reinforces internal service behaviors. Learners learn how to select and develop high-performing employees and how to set and maintain service standards Who Should Take This Course This course is invaluable for all those-from mid-level and high-potential managers to upper-level executives-charged with creating, implementing, and sustaining an internal service culture as a strategy to drive future organizational success. Course Format This course contains the following modules: Identifying High-Potential Service Employees The Intangible Side of Providing Phenomenal Service Identifying the Intangibles of Phenomenal Service Creating and Maintaining Internal Service Systems Communicating Standards of Phenomenal Service Supporting Phenomenal Service Providing Leadership for Phenomenal Service Benefits to Learner Learners who complete this course will be able to: Discuss the nature and importance of intangible personal characteristics in the delivery of phenomenal service Describe the variety of selection strategies available to identify service intangibles Clearly articulate service standards and communicate them throughout the organization Create internal systems to maintain and continuously improve processes related to phenomenal service Discuss the impact implementing the ideas from this course can have on your organization's service quality Sponsoring School Cornell University's School of Hotel Administration

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.cornell.edu

Phone Number:

(607) 255-2000

Regional Accreditation:

Middle States Association of Colleges and Schools

Calendar System:

Semester

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