Excellence in Service Advanced, Student Edition

Excellence in Service Advanced

Course Specifications

Course Number: ELK98–003_rev1.0

Course Length: 1 day

Course Content

Chapter 1: Service Standards

Fundamentals of Service Standards
Customer Retention
Employee Retention
Problems with Service Standards
No Fundamental Changes Were Made
Changes Were Irrelevant to Customer Satisfaction
Service Initiatives Were Not Sustained
Effective Standards
Customer-Oriented
Specific
Realistic
Actionable
Measurable
Effective Customer Service
Establish Service Standards
Your Customer
Your Service Standards
Implement Service Standards
Monitor Service Standards
Measurement
Feedback
Continual Improvement
Management and Service Standards
Cost of Poor Service
Customer Service Barriers
Not Recognizing the Differences in People
Believing That Customers Are Expendable
Failing to Commit to Service
Failing to Define and Measure Quality Customer Service
Aiming for Short-Term Results
Overcome the Barriers
Summary

Chapter 2: Service Teams
Teams as a Service Solution
Benefits of a Team Approach
Building Service Teams
Employee Selection
The Right Employees
Legal Issues in the Selection Process
Success Factors
Techniques for Selecting Qualified Employees
Résumés
Reference Checks
Pre-Employment Tests
Interviews
Follow-up Questions
The Right Applicant
Bias Traps
Team Training and Empowerment
Training Implementation
Preparation
Basic Training
Company-Specific Training
Other Types of Training
Ensuring the Success of Training Programs
Empowerment
Process to Empower Employees
Common Reasons for Managers Not Empowering Their Employees 
Motivation
Importance of Motivation
What Motivates Your Employees?
How to Reward Your Employees
Reinforcement of Desirable Behavior
Guidelines for Reinforcing the Team on a Daily Basis
Use It as Needed
Make It Specific and Timely
Use It for All Desirable Behavior
Make It Appropriate
Connect It to Desirable Outcomes
Summary

Chapter 3: Loyalty
Employee Loyalty’s Influence
Employee Loyalty
Employee Performance
Work Environment
Processes and Tools
Communication and Empowerment
Understanding Your Customers
Know Your Customers
Who You Are
Who They Are
What They Want
Customers’ Evaluation Criteria
Comfort
Understanding
Substance
Tangibles
Offerings
Messages
Efficiency
Reliability
Uncover Customer Needs
Customer Loyalty Development
Customer Loyalty
Loyal Customers Spend More
Loyal Customers Talk to Others
Loyal Customers Save You Money
Strong Relationships
Making the Ordinary Extraordinary
Providing Proactive Service
Being a Resource
Giving Customers Something to Share with Others
Having Fun and Being Friendly
Memorable Service
Customer Focus
Problem-Solving
Summary