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"
Competencies
- 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