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BONUS: Service Quality Design & Mana...
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Curriculum
BONUS: Service Quality Design & Management
Introduction to Service Quality Design & Management
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Introduction
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The Basics of Wow! The Guest Knows Best
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Learning Objectives
2 Minutes
A Wow Example!
12:24 Minutes
Preview
Customer Service Icebreakers
30 Minutes
Simulation
25 Minutes
Meeting Guest Expectations through Planning
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Learning Objectives
2 Minutes
Meeting Guest Expectations Through Planning
14:17 Minutes
Setting the Scene for the Guest Experience
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Learning Objectives
2 Minutes
Setting the Scene for the Guest Experience
7:02 Minutes
Developing the Hospitality Culture: Everyone Serves!
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Learning Objectives
2 Minutes
Development of the Hospitality Culture: Everyone Serves!
11:52 Minutes
Staffing for Service
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Learning Objectives
2 Minutes
Staffing for Service
11:27 Minutes
Training and Developing Employees to Serve
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Learning Objectives
2 Minutes
Training and Developing Employees to Serve
5:59 Minutes
Serving with a Smile: Motivating Exceptional Service
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Learning Objectives
2 Minutes
Serving with a Smile:Motivating Exceptional Service
6:46 Minutes
Involving the Guest: The Co-Creation of Value
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Learning Objectives
2 Minutes
Involving the Guest: The Co-Creation of Value
6:51 Minutes
Communicating for Service
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Learning Objectives
2 Minutes
Communicating for Service
8:16 Minutes
Planning the Service Delivery System
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Learning Objectives
2 Minutes
Planning the ServiceDelivery System
10:59 Minutes
Waiting for Service
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Learning Objectives
Text lesson
Waiting For Service
7:26 Minutes
Measuring and Managing Service Delivery
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Learning Objectives
2 Minutes
Measuring and Managing Service Delivery
9:32 Minutes
Fixing Service Failures
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Learning Objectives
2 Minutes
Fixing Service Failures
10:49 Minutes
Service Excellence: Leading the Way to Wow!
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Learning Objectives
2 Minutes
Service Excellence: Leading the Way to Wow!
10:35 Minutes
Video lesson
A Wow Example!
Hospitality Principle: Provide the service quality and value that guests expect.
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