Virtual Instructor Led Training

Bring a remote instructor in a virtual classroom!

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Service Excellence is a Business Survival Skill

Past recessions have shown it: companies that invest in Service Excellence when business conditions are difficult enjoy superior performances.

When it comes to How to Implement Service Excellence, essential steps include:

Designing your Service
Experience Creating a Service Excellence Culture
Equipping staff with Service Excellence skills
Implementing a Service Recovery process

The EHL Service Excellence Virtual Instructor-Led Short Courses

A series of 1-3 days live workshops conducted remotely by EHL Service Excellence experts.

The courses aim: train professionals and managers of the service industry on the latest skills, processes and methods for organization-wide Service Excellence.

Courses Overview

Start Date

New dates to be announced soon
Ask for a dedicated workshop for your company (min. 8 participants).

Duration

1 to 3 days
Each day includes 2 live remote workshops of 90 minutes each.

Course Format

Remote, Live workshops
with maximum 12 participants, accessible from your own office.

Course Content

Pre-reading material and post-workshop activities.

Language

English and French
Upon request: Italian, German, Spanish, Dutch and Mandarin.

Cost

CHF 480
per individual learner
per day

Certification

Certificate of Participation

Catalog of Service Excellence Courses

Other tailored options are available, please contact us.

Service Excellence Basics (1 day)

Participants: For professionals in the service industry.

Duration: 4 workshops of 90 minutes over 1 day.

Introduction to Customer Service

Explain what is Customer Service
Poor/Good/Delightful Service
Define Moments of Truth

Service & Operations

Customer Journey
Touch points & Perception
Mise en place

Communication & Service

How to better communicate with your customer

Service Recovery and the power of bad

The art of feedback
Handling complaints

Crisis Management in the post Covid-19 Service Industry (1 day)

Participants: For managers and team leaders in the service industry.

Duration: 4 workshops of 90 minutes over 1 day.

Building up resilience and anti-fragile capabilities: action plan for an updated service blueprint

Identify and understand the key elements of a crisis - crisis management versus risk management in service
Designing a crisis management plan with your team
Anticipate crisis and their impact: leverage your service culture to nurture an "anti-fragile" organization
Case study: "When service culture makes you stronger"

Service Excellence Essentials for Staff (2 days)

Participants: professionals and supervisors in the service industry.

Duration: 8 workshops of 90 minutes over 2 days.

Day 1:

Introduction - Service Excellence Dynamics
Service & Operations: Customer Journey, Touch points & Perception, Mise en place
Communication & Service: How to better communicate with your customer
Service Language in action

Day 2:

Team Dynamics in service
The power of bad: the art of feedback
The power of bad: complaint handling & service recovery
Culture & Service mindset - Practice

Service Excellence for Managers (2 days)

Participants: Managers and team leaders in the service industry.

Duration: 8 sessions of 90 minutes over 2 days.

Day 1:

Service Excellence Dynamics & Management (introduction)
Service Profit Chain
Service Culture & HR Cycle: Visibility & Recruitment
Service Culture & HR Cycle: Integration, Training and Development

Day 2:

The key to personal effectiveness: what is my style? How to adapt?
Team dynamics: from satisfaction to employee engagement
From satisfaction to customer engagement - Insights on Service Industry leaders - Growing with your customers nurturing a service culture, follow up/monitoring and leadership
Service Strategy & Service Leadership : setting up and nurturing a service culture, follow up/monitoring and leadership

Service Experience Design (2 days)

Participants: Managers and service team leaders who wish to reorganize their service environment, think out-of-the-box and better align with what their customers want.

Duration: 8 sessions of 90 minutes over 2 days.

Day 1:

Introduction to Service & Experience Design: the Value of Design
Target vs Persona: identifying and understanding your customers
Analyzing your customer journey and engagement
Co-creation I

Day 2:

Co-creation II, Prototyping
Bodystorming
Implementation: curating the customer experience

Business Etiquette and Protocol (2 days)

Participants: Professionals in the service industry.

Duration: 8 sessions of 90 minutes over 2 days.

Day 1:

Savoir être & savoir vivre - Introduction
Etiquette & Protocol - foundation
Mise en place & grooming: professional greeting
Dining Etiquette - Business environment

Day 2:

Professional Communication - Introducing oneself, Engaging & Developing your network - Meetings & Net-etiquette
Professional Communication 2.0 - E-mail etiquette & art of Memo
Evolving & Communicating in a multicultural environment - Part 1 (Focus Asia)
Evolving & Communicating in a multicultural environment - Part 2 (Focus Arab world)

Design your own Service Excellence Course

If you have at least 8 participants in your company, we can tailor the course and schedule to your company' specific needs. Please contact us.

Who Will Benefit From The Training?

This program will benefit to all industries where customer service quality is key, such as retail, luxury goods, airline, bank & insurance, cruises, government, healthcare, automotive;

Staff in customer-facing roles including customer service, sales, front-desk, retail...
Supervisors wishing to coach their teams on Service Excellence
Managers looking to design their company's Service Excellence Journey and Culture

Free Resource: EHL Guide to Service Excellence

Before taking our short courses, get an overview of the Service Excellence landscape, from Service Design to Service Recovery.

Access To The Service Excellence Page

Course Advantages

Adapted to new customer expectations

Content is tailored to the new behaviors and expectations of customers in the post-covid era.

Remote

Attendance doesn't require travel. You avoid logistics hassle and reduce your carbon-footprint.

Interactive

These training courses are not webinars. You benefit from the latest interactive technologies to collaborate smoothly in real-time with your peers and the instructor.

Customizable

Do you have 8 participants or more? We tailor the course content and schedule to your organization's specific needs.

By World's Leader in Hospitality

The courses are conducted by Service Excellence experts from EHL, ranked world's #1 in hospitality management education.

Certificate of Completion

Upon successful completion, learners will receive a personalized EHL Advisory Services certificate.

The Brochure

Download the Short Courses Brochure

Our Insights

More EHL Insights

Designed for experienced professionals working in the service industry, EHL’s revamped Executive MBA (EMBA) program offers a focus on customer-centric business strategy to prepare leaders for the future.

Discover the EHL Executive MBA

EHL Advisory, Route de Cojonnex 18, 1000 Lausanne 25 – Switzerland – Tel. 021 785 13 92