In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.
Key Course Takeaways
Select service-centered employees
Orient and socialize employees to practice high service standards
Create a team-centered, collaborative culture
Provide training that facilitates service excellence
Professor Emeritus, Cornell Nolan School of Hotel Administration
Judi Brownell is Professor Emeritus at the Nolan School of Hotel Administration, Cornell University, where she has served as Dean of Students, Associate Dean of Academic Affairs, and Director of Graduate Studies. Dr. Brownell teaches graduate and undergraduate courses in listening, leadership, communication, and organizational behavior, and her online programs are taken worldwide. Her current research interests include identifying key competencies associated with leadership effectiveness, managerial listening behavior, and enhancing service quality.
Dr. Brownell has published nearly 100 articles in professional journals and written numerous other publications. Her textbooks include “The Listening Advantage”; “Organizational Behavior for the Hospitality Industry” (with Florence Berger); “Organizational Communication and Behavior” (with Allan Frank); and “Listening: Attitudes, Principles, and Skills,” now in its seventh edition. A past president of the International Listening Association and the recipient of listening research awards, Dr. Brownell has been inducted into the International Listening Association’s Hall of Fame.