New Horizons Computer Learning Center
410-597-9722

Excellence in Service: Advanced

Course Length: 1 Day

Overview:
In this course, students learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and learn how to develop customer loyalty with your customers.

Course Objectives:
Upon successful completion of this course, students will be able to:

• Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service
• Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors
• Understand your customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service

Course Content

Lesson 1: Service Standards

• Fundamentals of service standards
• Monitoring service standards
• Management and service standards

Lesson 2: Service Teams

• Teams as a service solution
• Employee selection
• Team training and empowerment
• Motivation

Lesson 3: Customer Loyalty

• Understanding your customers
• Customer loyalty development
• Employee loyalty's influence
• Memorable service

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com