(eCornell) Developing Service Excellence Competencies
About This Course
In this course, you will identify the responsibilities of a service champion and the personal characteristics that contribute to effectiveness. The key skills required to assess, guide, and motivate service employees� performance are presented. You will practice the competencies required for engaging your colleagues in creating a strong service culture. Self-assessments and tools provide you with direction in developing several of these skills to evaluate your leadership traits, such as your credibility and expression of empathy. A review of communication channels and characteristics enables you to select the most appropriate method of communicating service standards. A final project provides an opportunity for you to apply course concepts to your own organization to facilitate a strong service culture. The course is provided by eCornell in partnership with Genashtim
What You'll Learn
Develop service-focused leadership competencies to engage colleagues in creating a strong service culture
Select appropriate communication channels by considering the audience, the message, and your overall communication strategy
Develop clear action steps for improving key personal competencies