Service Excellence On-Demand Training
- Authored by:
- Elizabeth Martyn, SHA ‘07 School of Hotel Administration at Cornell University
- Consists of eight 30-45 minute lessons
- Target Audience:
- This training is designed for anyone who works with customers. Learners may come from any industry, but their job function demands that they routinely interact with and provide service to internal or external customers.
Delivering great customer service isn’t simply a skill that some possess and others do not. Delivering excellent service involves strategies, approaches, and techniques that can be learned and practiced by anyone. The Cornell University Service Excellence On-Demand Training provides organizations and team members with a framework for critical thinking. It equips employees with tools that can be applied to any interactive situation involving internal or external customers.
Applying a strategic approach to delivering customer service improves team members’ effectiveness at assessing and delivering what customers need, when they need it. An approach centered on critical thinking rather than situation-based responses reduces errors, identifies potential problems before they start, and keeps difficult, stressful interactions under control. Armed with tools to read customers and manage constantly changing situations, employees will be more productive in their organization. Raising the bar on service will better equip team members to deliver on the service promise the organization has made to its customers, ultimately improving the customer experience and driving towards increased revenue.
Learners are required to have access to a web-enabled device. Training lessons can be taken via desktop, laptop, tablet, or mobile devices.
Learners who successfully complete all eight lessons will receive a recognition of their achievement from Cornell University’s School of Hotel Administration.
- Apply routine customer interactions to the Cornell Service Experience Cycle; identify opportunities for improvement and tighten gaps to ensure high-quality service execution
- Leverage the PERC Toolkit, including Poise, Empathy, Resourcefulness, and Caring, to deliver more effective service
- Read clues in the customer and the environment to inform service strategies and customize service delivery
- Draw on best practices when handling difficult situations and resolving conflict
- Identify opportunities for service recovery and correctly identify recovery errors and appropriate responses
- Improve their own communication by consciously considering audience, message, and method of delivery
- Employ the Listen, Observe, Ask method in all customer interactions