Teams |
Customer Service Excellence Training Program stacy tomas, Ph.D. . — Associate Professor of Professional Practice in the School of Hospitality and Tourism Management at Oklahoma State University or Steven West — Professor of Professional Practice at Oklahoma State University The Customer Service Excellence Training Program is a comprehensive initiative designed to elevate guest interactions and strengthen the skills of all customer-facing employees across the organization. This program focuses on customer service best practices, enhancing the quality of guest experiences, and establishing a consistent foundation of organizational knowledge at all customer-facing locations. Through a structured, multi-phase approach, the program integrates collaborative research, tailored content development, hands-on training, and ongoing evaluation to create lasting, measurable improvements in service delivery. CONTENT DEVELOPMENT PROCESS Phase 1: Faculty leads facilitate a combination of both virtual and in-person conversations with Cultural and Economic Development leaders, Human Resources, site managers and customer-facing employees. Duration: 4-6 weeks Phase 2: Development and approval of training structure and content. This will include topics, logistics, locations, timeline, target audience, materials, including manuals (participant, train-the-trainer), worksheets and activities. Duration: 4-6 weeks
Phase 3: Training rollout to all current customer-facing employees. Duration: 6-7 trainings facilitated over 2-3 months
Phase 4: Program evaluation and follow-up. Duration: Includes pre and post-evaluation with a 3 and 6 month follow up assessment
» KORN FERRY COMPETENCIES
Strategic Mindset | Decision Quality | Drives Engagement | Interpersonal Savvy | Demonstrates Self-Awareness
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