Excellence in Service Advanced Study Guide

0-619-21453-8 © 2004 Publish date: August 6, 2003 104 pages

Buy Now: $25.99

 

Get ready to take your customer service skills to an advanced level by following the Excellence in Service Advanced study guide. This exceptional course will build on the skills you have already learned through the Basic course.

In the Excellence in Service Advanced courseware, you will learn advanced techniques for determining what customers want and evaluating the service provided. You'll learn about creating, implementing, and monitoring service standards.

In addition, the manual includes activities that cover topics such as how to conduct interviews and how to train and empower employees, and ways of recognizing desirable behavior.

The Excellence in Service Advanced courseware also teaches you about creating a customer service environment and fostering customer loyalty. When you create a customer-centered climate, everyone wins: the company, the staff, and the customer. Learn these advanced skills and begin delivering superior service right away.

This course is a quick-moving one and should take the typical student about a day to work through it. While it may be short in scope, its longevity will impress you. This book is one of our business skills and computer training books that you will want to keep and refer to often because customer service skills never go out of style. You'll use what you've learned throughout your career as you build relationships with customers, co-workers, peers, management, and others.

Course Objectives

During this courseware, you will learn service standards basics, how to monitor service standards, and learn how management standards support exceptional customer service.

You will learn about building customer service teams, selecting the right employees by using effective screening and interview techniques, providing training and empowerment, and motivating your team to maintain desirable behaviors.

You will learn about customers and how customers measure service, developing customer loyalty, how employee loyalty can affect service, and creating exceptional service.

Course Contents

Unit 1 introduces service standards

• Basics of service standards
• How to monitor service standards
• Management and service standards

Unit 2 covers service teams

• Teams as a service solution
• Selecting employees
• Team training and empowerment
• Motivation

Unit 3 discusses customer loyalty

• Understanding customers
• Developing customer loyalty
• Employee loyalty and its influence
• Memorable service