Course Description

The EHL Education group has been serving up excellence in hospitality and education since 1893 when its flagship institution became the world’s first hotel school, founded by Jacques Tschumi. Over the past 125 years, the hotel school (EHL Ecole hôtelière de Lausanne) grew into a thriving international university with a consulting branch and academic partnerships, under the ownership of the EHL foundation. The growth and diversification of our activities lead to the creation of EHL Education Group, to allow greater synergies between these academic and business structures. The EHL Education Group has three campuses across the globe (Lausanne, Passugg & Singapore). Each school campus has its own unique offer of programs, services, and specialized activities in relation to the industry. EHL is always a step ahead of its time. From a small Swiss hotel school, EHL has evolved into an international group that offers a large and complete range of learning and business solutions. To augment the level of excellence in hospitality worldwide, our Group produces research projects, offers consulting services, nurtures startups and generates an important innovation pipeline. All of this while integrating cutting-edge digital solutions and projects into its roadmap. Above all, EHL is a state of mind, based on our forward-looking values and vision. EHL consistently ranks among the world’s leading universities for hospitality management earning multiple awards (#1 University in Hospitality & Leisure Management, 2020 & 2019, Best Hospitality & Hotel Management School in the World, 2019 & 2020) for outstanding excellence based on criteria such as academic quality, employer reputation and contributions to academic research. EHL Group has also received numerous awards recognizing its qualities as an employer and international company, which includes an award for the Top 50 Education Companies by the Global Forum for Education and Learning, Dubai, 2019. An integral part of the EHL Group is its consulting branch EHL Advisory Services, formerly named Lausanne Hospitality Consulting (LHC), this branch was created as EHL’s internal training resource in 1967. It provides business consulting services and tailor-made training programs for hospitality business and other organizations, and it offers education development services and certification for hospitality learning centres worldwide. With a team of leading subject experts, we develop applicable, innovative solutions that help businesses, institutions and governments around the world to prepare for future excellence with a commitment to academic rigour, service culture, people development and quality assurance. Our learning solutions and courses under this branch are designed leveraging the deep expertise of the knowledge base of EHL's subject matter experts and using relevant industry experts. The amalgamation of these components brings a tremendous amount of practicality and applicability to the components of the solution and courses. As part of our ambition of imparting knowledge and competencies to a million individuals worldwide, we have collaborated with CII GEKO to bring you some of our signature courses. We look forward to positively impacting your learning and professional journey through these courses. "Good Service" today is a given. What sets you apart from the rest is "Great Service". This course lays the foundation to understand Service Excellence and bring it to the forefront as a differentiating strategy for your personal brand. It focuses on the mastery of techniques to create consistent and excellent service. A strong customer service mindset is important for a host of industries and is a portable skill which will help you in a range of industries. By the end of this course, you will be able to have an understanding of the following - Knowledge - 1. Understand the difference between a Product and Service 2. Explain Customer Service 3. Define Moments of Truth 4. Describe the Service Recovery Model 5. Define the SERVQUAL model 6. Identify different levels of Service 7. Define Signature Service Competencies - 1. Differentiate a Poor customer service experience from a Delightful one 2. Apply Moments of Truth as per their Customer Service cycle 3. Compare different levels of Service 4. Apply the Service Recovery Model and Signature Service for their own customers 5. Illustrate the SERVQUAL model in relation to your own industry Mindset - 1. Appreciate the involvement of the human touch in delivering on customer service and building relationships 2. Choose the right attitude to deliver customer service 3. Formulate a methodology to understand the needs of the customer