Course curriculum

  • 1

    About this Course

  • 2

    Module 1: Delivering Exceptional Service

    • Session 1 Video Resources

    • Module 1: Session 1 Notes

    • Feelings for Professionals Session 1: Exercise No 1

    • Feelings for Professionals Session 1 Exercise No 2

    • Feelings for Professionals Session 1: Exercise No 3

    • Feelings for Professionals Session 1: Exercise No 4

    • Feelings for Professionals Session 1: Exercise No 5

    • Feelings for Professionals Session 1: Exercise 6

    • Feelings for Professionals Session 1: Exercise 7

    • Feelings for Professionals Session 1: Exercise 8

    • Feelings for Professionals Session 1: Exercise 9

    • Quality Service Presentation

    • Analyzing your performance with customers and co-workers Presentation

    • Anticipating Customer Expectations Presentation

    • Service Worker Attitudes
  • 3

    Module 2: Communicating Quality

    • Module 2 Video Resources

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    • Lesson Content : Caring Communication

    • The Art of Customer Satisfaction

    • How is your image.

    • What do our customers need

    • Feelings for Professionals Session 2: Exercise No 10

    • Feelings for Professionals Session 2: Exercise No 11

    • Feelings for Professionals Session 2: Exercise No 12

    • Discussions - Caring Communication.

  • 4

    Module 3: Service Recovery

    • Module 3 Video Resources

    • Feelings for Professionals Session 3: Exercise No 15

    • Feelings for Professionals Session 3: Exercise No 16

    • Feelings for Professionals Session 3: Exercise No 17
  • 5

    Course Exam

    • FINAL EXAM - CERTIFIED SERVICE PROFESSIONAL