Course Description
This course builds on the skills taught in the program titled Excellence in Service: The Basics. In the advanced course, participants will learn how to determine what customers want and how to evaluate the service provided. They will also learn how to create, implement, and monitor service standards. Course activities include conducting interviews, training and empowering employees, recognizing desirable behavior, and how to create a customer service climate and foster customer loyalty.

Course Outline
1. Service standards
Fundamentals of service standards
Monitoring service standards
Management and service standards

2. Service teams
Teams as a service solution
Employee selection
Team training and empowerment
Motivation

3. Customer loyalty
Understanding your customers
Customer loyalty development
Building employee loyalty
Creating memorable service experiences

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested Length
6 hours

Delivery Options
We will deliver training to suit your schedule.
All programs can be conducted in increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.