Fantastic Service Behaviors

Understand customer expectations by determining the underlying expectations of internal customers, recognizing levels of service, identifying common customer expectations, and describing moments of truth.

Learning Objectives

  • Identify behaviors that constitute fantastic service
  • Practice effective listening skills
  • Use positive language
  • Practice problem solving
  • Demonstrating the "Fantastic Service Equation"


  • Communication

Course Content

In this course, you will be introduced to the customer’s expectations. A learning activity conducted in class will help you to understand the five categories of customer expectations and to recognize how the expectations are formed.

  • Effective listening skills
  • Positive language
  • Problem solving
  • Fantastic service equation

Who should take this course?

  • Anyone who has direct contact with Emory's customers

Course Information

Target audience: Service providers and frontline leaders

Course format: Classroom

Course length: 4 Hours

Cost: $0

Course is required for:

  • Customer Service Track
  • Administrative Professionals Development Program

Prerequisites: None required

Related Courses:

  • Creating a Service Culture for Leaders

Pre-Work Required? No