Ithaca, NY – 14 December 2016
Cornell University’s School of Hotel Administration and eCornell have launched new on-demand training in service excellence targeting front-line employees. The training consists of eight online lessons, all of which are available 24/7, and is complemented by a Workshop Guide to promote onsite, face-to-face discussion and application of the online lesson concepts. The training explores the foundations of service delivery and empowers employees through practical tools that can be applied to any situation involving internal or external customers.
Service Excellence On-Demand Training provides groups and organizations with a straightforward framework to increase effectiveness for all customer interactions. It provides employees with the skills needed to connect service excellence concepts to the execution of their daily duties, tasks, and responsibilities. Individuals who successfully complete all eight lessons will receive a recognition of their achievement from Cornell University’s School of Hotel Administration.
The training was authored by School of Hotel Administration alumna Elizabeth Martyn ’07, in collaboration with a Cornell faculty advisory committee. Martyn helps learners understand the important role they play as service providers within their organizations and introduces the Cornell Service Experience Cycle to guide customer interactions.
This Service Excellence On-Demand Training can be used by any group or organization with team members who are responsible for delivering service, including organizations focused on hospitality, healthcare and senior living, financial services, retail, and consumer services.
To learn more or to speak with an enrollment expert, visit sha.cornell.edu/service-training.