Creating a Culture of Service Excellence

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Detailed Overview/Outline

High performance organizations face different day-to-day challenges but share a strategic secret: they succeed by creating a thriving culture of superior quality service. In today's competitive world, differentiating your service is the key to attracting and retaining customers while driving bottom-line results.

All customer interactions with your organization have an impact on their perception of the experience - and of your organization. World-class service is more than just employees smiling and making good eye contact. It is an all-encompassing approach to making service delivery excellence your "business as usual." Everything a customer sees, hears, or touches impacts the experience. This one-day workshop will help managers and leaders:

• Learn how to create a seamless experience of service excellence for their internal and external customers
• Identify ways to create customer-friendly processes by looking through the lens of the customer
• Discover how to create memorable points of contact in each customer interaction

Key Topics

• Understanding the importance of creating loyal customers vs. satisfied customers
• Developing a common vision and service delivery standards for all employees
• Practical tools to assist in forming delightful experiences for your customers
• Bridging the gap between your business processes and your customer experiences
• Leadership actions to engrain the principles of service excellence into your organization's culture
• Techniques to maintain employee involvement and engagement at all levels

Who Will Benefit
Leaders and managers of all organizational functions who want to instill a proven process that ensures consistent service delivery to both internal and external customers to build loyalty and organizational success

Sponsor Background:

• Over 50 years ago, Cornell University's School of Industrial and Labor Relations was formed to provide training to employers to improve workplaces and workplace life.
• Cornell workshops have a reputation for being current in subject theory and application as well as on legal or regulatory issues.
• Classes are highly interactive…between student and instructor and student to student.
• Discussion groups, case studies, role plays, and other exercises provide practice for your learning.
• Your instructors are skilled communicators and experienced professionals committed to providing the finest in real world, practical education.
• The majority of our clients are repeat users…a testimony to the quality and value received.

Substitution and Cancellation Policy

Substitutions of registrants can be made at any time. Cancellations and transfers are subject to a 25% charge unless received in writing one week prior to the program. Registrants who do not cancel in writing prior to the program date and who do not attend are responsible for the entire fee.

Instructor(s):
Teri Yanovitch, former Disney Institute Seminar Leader and Philip Crosby Associates, Quality College Consultant/Instructor

Instructor Background:
Teri Yanovitch, former Disney Institute Seminar Leader and Philip Crosby Associates, Quality College Consultant/Instructor. Ms. Yanovitch has worked with major organizations to help them achieve high performance by consistently delivering exceptional customer experiences. She is the co-author of the highly acclaimed book Unleashing Excellence: The Complete Guide to Ultimate Customer Service.

Past Participants Include:
Past Participants in All Cornell Workshops Include

• AIG
• American Express
• AT&T
• Becton-Dickinson & Co.
• Bell Atlantic
• BMG
• Boeing
• Chase Manhattan Bank
• Citicorp
• Coca-Cola
• Corning Glass
• Estee Lauder
• General Motors
• Girl Scouts of America
• GTE
• IBM
• Johnson & Johnson
• Lucent
• Merck
• Mobil
• MTV
• NEC America
• New York City Criminal Justice Agency
• New York State Dept. of Labor
• Tiffany & Co.
• Time Warner
• UNICEF
• United States Postal Service
• United Technologies
• Xerox

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