The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence. The Institute offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these challenges.
Essential toolsets to develop (or improve!) the foundation for outstanding organizational service performance. Participants will return with the practical, fundamental managerial knowledge base to vault the organization to the next level of service excellence NOW.
This module provides participants a solid command of the key levers associated with service excellence. Moreover, this content provides a foundation for the Advanced Service Leadership Module.All team members with a hand in service design and delivery from the CEO to front line management, benefit from sharing a common foundational language pertaining to the tools in the “service toolkit” and how best to leverage them.
The Service Management Module provides this common foundational language, as well as the practical tools to design and deliver service on an operational level.
At the conclusion of this learning experience, each attendee will receive a Certificate in Service Management.
Topics Covered: Components Underpinning Excellence in Service Delivery; Designing the Service Experience with Service Blueprinting; Implementing and Delivering the Service Experience; Understanding the Impact of Service Experience on the Customer