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Excellence in Service: Creating an Exceptional Service Environment

In Excellence in Service: Creating an Exceptional Service Environment, you will learn how to create the necessary foundation to help employees deliver exceptional customer service. You will learn steps for writing your customer service vision statement, as well as suggestions for ensuring that the appropriate processes and systems are in place to support exceptional customer service. You will also learn ways to be a role model of exceptional customer service for your employees. .

Learn To:

• Define a customer service vision for your organization or department.
• Identify ways to make your organization or department's processes, policies, and procedures conducive to providing exceptional customer service.
• Identify ways to improve your performance as a manager and customer service provider. 

Audience: Supervisors, team leaders, and managers who want to learn how to establish service standards and build a customer service team

Total Learning Time: 2 - 4 Hour(s)

Unit 1: Create a Customer Service Vision
Identify ways to focus your organization on customer service.
Identify actions that develop customer service discipline.
Sequence the steps for writing a customer service vision statement.
Identify criteria for a good customer service vision statement.

Unit 2: Build a Foundation for Customer Service
Identify questions that can help determine customer service Strengths.
Identify questions that can help determine customer service.
Identify ways to build a customer service infrastructure.
Identify indicators that you need to spend more time on the front line.

Unit 3: Managers as Role Models
Identify the components of the SERVE acronym.
Identify ways to be a good role model for your customer service employees (sim-based objective that corresponds to the SERVE acronym).
Identify guidelines for expressing appreciation to your employees.
Identify guidelines you can follow to encourage employees to provide feedback about your performance.

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