In this course, you will begin by focusing on service intangibles and consider the power of both customer perceptions and experience management in delivering exceptional service. The impact of sharing service stories and the benefits of fostering creative approaches to addressing service challenges are emphasized as participants consider how to facilitate a strong culture of service excellence. Providing phenomenal service requires empowered employees, and along with your fellow students, you will discuss methods of preparing employees to solve problems, make decisions, and address issues of service recovery. Then, you will consider how to best facilitate performance management practices including coaching and mentoring. A compassionate workplace fosters increased satisfaction and productivity, and the course concludes with suggestions for focusing on service employees' health and care.
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.