Course curriculum

  • 1
    Introduction & Overview
  • 2
    The Foundation for Driving Excellence
    • Learning Objectives
    • The 3-Levels of Employee Engagement
    • The 3-Dangers that Impede Excellence
    • Challenges in Driving Excellence
    • Mahatma Gandhi Quote
  • 3
    How to Raise the Bar
    • Learning Objectives
    • Interesting Statistics
    • Defining Excellence
    • Exceptional Service: Look/Sound/Feel
    • Balancing Function with Purpose
  • 4
    Retention Quiz
    • Lesson 2-3 Quiz
  • 5
    How to Elevate the Customer Experience
    • Learning Objectives
    • Standards of Excellence
    • The Language of Service Excellence
    • Proper Telephone Etiquette
    • Professional Presence
  • 6
    Retention Quiz
    • Lesson 5 - Quiz
  • 7
    How to Resolve Customer Complaints
    • Learning Objectives
    • Service Recovery - Look/Sound/Feel
    • Service Recovery - Key Words & Phrases
    • The Listening Self-Assessment
    • LEAP: The 4-Step Service Recovery Process
  • 8
    Retention Quiz
    • Lesson 7 - Quiz
  • 9
    How to Apply What You Have Learned
    • Learning Objectives
    • Identifying to Excellence Barriers & Solutions
    • Applying What You Have Learned (RTB)
  • 10
    CERTIFICATION TEST!
    • Test Details
    • Raising the Bar - Certification Test
  • 11
    Before You Go!
    • Post Course Survey
    • Additional Resources
    • Bonus Materials