(eCornell) Delivering an Excellent Customer Experience for Your Organization

About This Course

In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job �training that sticks.� You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices. The course is provided by eCornell in partnership with Genashtim