Excellence in Service:
Advanced

Topic-Level Outline

Days: 0.5

Prerequisites: Excellence in Service: Basic

Unit 1 : Service standards

Topic A: 0 Fundamentals of service standards

A-1: Understanding service standards

A-2: Creating effective standards

A-3: Establishing standards

A-4: Implementing standards

Topic B: 0 Monitoring service standards

B-1: Assessing the effectiveness of standards

B-2: Obtaining customer feedback

B-3: Correcting service problems

Topic C: 0 Management and service standards

C-1: Building and monitoring the service team

C-2: Creating an action plan

C-3: Establishing managerial standards

C-4: Identifying and overcoming service barriers

Unit 2 : Service teams

Topic A: 0 Teams as a service solution

A-1: Understanding customer service teams

A-2: Maintaining a customer service team

Topic B: 0 Employee selection

B-1: Choosing the right employees

B-2: Conducting an interview

Topic C: 0 Team training and empowerment

C-1: Implementing proper training

C-2: Empowering employees

Topic D: 0 Motivation

D-1: Understanding the importance of motivation

D-2: Reinforcing desirable behavior

Unit 3 : Customer loyalty

Topic A: 0 Understanding your customers

A-1: Knowing your customers

A-2: Understanding customer criteria

A-3: Uncovering customers’ needs

Topic B: 0 Customer loyalty development

B-1: Understanding customer loyalty

B-2: Building loyal customers

B-3: Encouraging customer loyalty

Topic C: 0 Employee loyalty’s influence

C-1: Developing employee loyalty

C-2: Helping employees to perform

Topic D: 0 Memorable service

D-1: Creating memorable service

D-2: Solving customer problems