Course curriculum

  • 1

    Module 1: Welcome to this Course

    • Instructor Welcome

    • Before You Begin Survey

    • So you want to Manage the Service Startegy!

    • Completing Your Course Modules!

    • Module 1 : Review Quiz

    • Blinding Flash of the Obvious Log Sheet

  • 2

    Module 2: Quality Service Defined

    • Quality Service Defined

    • Who Gets to Decide!

    • Keys to Quality Service

    • Service Worker Attitudes

    • Creating Customer Comfort

    • Case Study - Footprints

    • Module 2 Review Quiz
  • 3

    Module 3: Service Points & Flash Points

    • Welcome to Week 3 Presentation From Lecturer

    • Critical Impressions Service Points & Flash Points

    • Quality Service Performance Standards

    • The Changing Service Environment

    • Conscious Competent

    • Assignment: Case Study - Supermarkets

    • Assignment: Inventory of Service Worker Attitudes

    • Module 3 Review Quiz
  • 4

    Module 4: Introduction to Leadership

  • 5

    Module 5: Quality Service Standards

    • Welcome to Week 5 Presentation from Lecturer

    • The Importance of establishing Standards of Quality in Service

    • Standards and Giving the Big Picture View

    • Quality Service Standards

    • Quality Service Standards- Assignment Wk 5

    • Here are the Institutes 30 - Quality Service Standards

    • Week 5 Review Quiz
  • 6

    Module 6: Giving Employees Feedback

    • Welcome to Week 6 Presentation from Lecturer

    • Importance of Feedback

    • "The Catching Somebody Doing Something Right Technique"

    • Confronting Non-Performance
  • 7

    Module 7: Empowerment

    • RESOURCES - EMPOWERMENT
  • 8

    Module 8: Teamwork

    • RESOURCES- TEAMWORK
  • 9

    Module 9: Action Planning the Service Culture Plan

    • Article on Action Planning

    • Understanding your role in service culture?

    • Action Planning Exercise - Using Gap Analysis
  • 10

    Module 10 Course Project: The Service Culture Plan

    • Course Project

    • Portfolio Guidelines