| Creating a Culture of Service Excellence |
| 1 day, Open Enrollment and In-house Offering | .6 CEUs |
| REGISTER ONLINE | ON-SITE DELIVERY | ALUMNI DISCOUNT | EMPLOYEE DISCOUNT | |
 High-performance organizations face different day-to-day challenges but share a strategic secret: they succeed by creating a thriving culture of superior quality service. In today's competitive world, differentiating your service is the key to attracting and retaining customers while driving bottom-line results.All customer interactions with your organization have an impact on their perception of the experience -- and of your organization. World-class service is more than just employees smiling and making good eye contact. It is an all-encompassing approach to making service delivery excellence your "business as usual." Everything a customer sees, hears, or touches impacts the experience. |
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PROGRAM DESCRIPTION This course will help managers and leaders: learn how to create a seamless experience of service excellence for their internal and external customers, identify ways to create customer-friendly processes by looking through the lens of the customer, and discover memorable points of contact in each customer interaction. Program topics, include: ~ understanding the importance of creating loyal customers vs. satisfied customers ~ developing a common vision and service delivery standards for all employees ~ practical tools to assist in forming delightful experiences for your customers ~ bridging the gap between your business processes and your customer experiences ~ leadership actions to engrain the principles of service excellence into your organization's culture ~ techniques to maintain employee involvement and engagements at all levels |
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AUDIENCE Leaders and managers of all organizational functions who want to instill a proven process that ensures consistent service delivery to both internal and external customers to build loyalty and organizational success.
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PROGRAM DATES / LOCATIONS January 28, 2010 l 9:00 a.m.-4:00 p.m. l NSU Miami-Kendall Educational Center
January 28, 2010 l 9:00 a.m.-4:00 p.m. l NSU Orlando Educational Center March 25, 2010 l 9:00 a.m.-4:00 p.m. l NSU Main Campus, Fort Lauderdale-Davie March 25, 2010 l 9:00 a.m.-4:00 p.m. l NSU Tampa Educational Center
May 20, 2010 l 9:00 a.m.-4:00 p.m. l NSU Miramar Educational Center
May 20, 2010 l 9:00 a.m.-4:00 p.m. l NSU Orlando Educational Center July 22, 2010 l 9:00 a.m.-4:00 p.m. l NSU Miami-Kendall Educational Center July 22, 2010 l 9:00 a.m.-4:00 p.m. l NSU Bahamas Educational Center September 23, 2010 l 9:00 a.m.-4:00 p.m. l NSU Main Campus, Fort Lauderdale-Davie
September 23, 2010 l 9:00 a.m.-4:00 p.m. l NSU Tampa Educational Center
November 4, 2010 l 9:00 a.m.-4:00 p.m. l NSU Miramar Educational Center
November 4, 2010 l 9:00 a.m.-4:00 p.m. l NSU Orlando Educational Center |
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PROGRAM FEE Fee of $395 includes tuition, instructional materials, and coffee break.
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ON-SITE OFFERING/S 
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REGISTRATION
We encourage you to register early to reserve your place in the class.
Register online. Click here or visit our homepage. | Website: http://nova.edu/execed (programs listed by category) Register by phone. Call us | Toll Free: 800.672.7223, ext. 25137 or | Tel: 954.262.5137 Click here to download registration form.  .Register by e-mail. Download registration form and send via e-mail attachment. | E-mail: execed@nova.edu Register by fax. Download registration form and send via fax. | Fax: 954.262.3188 Register by mail. Download registration form and send via mail. | Hudson Institute of Entrepreneurship and Executive Education
H. Wayne Huizenga School of Business and Entrepreneurship Nova Southeastern University 3301 College Avenue, Carl DeSantis Building, Suite 2088 Fort Lauderdale-Davie, FL 33314 Class size is limited; enrollment is on a space-available basis. We accept the following forms of payment: check (payable to "Nova Southeastern University") and credit card (Visa, MasterCard, or American Express). Payment arrangements must be made for your registration to be considered complete. |
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SUBSTITUTION, CANCELLATION, AND TRANSFER POLICIES
Program fees are due in full upon application to the program. If you are unable to attend this program, we will accept an appropriate substitute participant to take your place up to the day of the program. There is a $75 administration fee for substitutions made less than two weeks prior to the start of the program. NSU will grant an 80 percent refund for cancellations made two or more weeks prior to the start of the program. For cancellations made within two weeks prior to the start of the program, a 50 percent refund will be granted. There is no refund if you withdraw after the start of the program. We will allow one transfer of this registration to a future offering of the same program. We will charge an administration fee for any future postponements. Fees and dates are subject to change without notice. |
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CONTACT INFORMATION For additional program information, please contact us at: Hudson Institute of Entrepreneurship and Executive Education http://nova.edu/execed (programs listed by category) |
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PROGRAM STAFF Dr. Vincent S. Daniels l Executive Director l vdaniels@nova.edu |
