HAME 519 - Secrets of Phenomenal Customer Service

Institution:

Cornell University

Subject:

Description:

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 phenomenal customer service. Course Format This course contains the following modules: The First Secret: Phenomenal Verbal Communication Skills Responding with Empathy Responding Objectively The Second Secret: Phenomenal Non-Verbal Communication Skills Controlling Vocal Cues Reinforcing Verbal Messages Using Body Language The Third Secret: Phenomenal Listening Skills Influences on Listening Effectiveness Listening as a Customer Service Skill Benefits to Learner Learners who complete this course will be able to: Describe challenges confronting employees in the area of service communication Identify essential service skills specific to a particular position Describe the secrets of effective service communication: phenomenal verbal communication, nonverbal communication, and listening skills Analyze service encounters to better address specific customer needs and requirements 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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