Course curriculum

  • 1

    About this Course

    • Welcome from Instructor

    • About The Certified Service Professional Designation

    • Course Outline
  • 2

    Module 1: Delivering Exceptional Service

    • Module 1 Course Resources

    • Module 1 Video Resources

    • Lesson 1: Analyze your personal performance with clients and co-workers

    • Lesson 1: Exercise

    • Lesson2: What is exceptional Service

    • Lesson 2: Exercise

    • Lessons 3: Understand how customers and co-workers perceive service attitudes

    • Lesson 3: Exercise

    • Lessons 4: Anticipating Customer Expectations

    • Lesson 4: Exercise

    • Lessons 5: Service Worker Attitudes

    • Lesson 5: Exercise

    • Module 1 Review Quiz
  • 3

    Module 2: Communicating Quality

    • Module 2 Course Resources

    • Module 2 Video Resources

    • Lesson 1: How is your image?

    • Lesson 1: Exercise

    • Lesson 2: What does your customer need?

    • Lesson 2: Exercise

    • Lesson 3: The Art of Satisfaction

    • Lesson 3: Exercise

    • Lesson 1: Caring Communication