Discover your 5_STAR Service Competencies
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Discover your 5_STAR Service Competencies

Imagine a Customer Service course based on groundbreaking academic research!
0.0 (0 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
2 students enrolled
Created by Jeff Carter
Last updated 4/2019
English
Current price: $51.99 Original price: $74.99 Discount: 31% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 34 mins on-demand video
  • 18 articles
  • 5 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Assignments
  • Certificate of Completion
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What you'll learn
  • To be able to objectively dissect your own customer service mindset and behaviours
  • To objectively compare your own customer service mindset and actions to the benchmarked  competencies
  • To construct a new pattern of customer service behaviours
  • Identify and prioritize which particular competencies you wish to integrate into your daily customer service delivery tasks
  • Advocate for 5_STAR benchmark competencies in your workplace.
Requirements
  • None
Description

Imagine a Customer Service course based on groundbreaking academic research that sets out global benchmarks for 5-STAR Service behaviours. The research encompassed 58 different organizations from 6 different industries operating across 3 different continents.

The 5-STAR Service course takes a deep dive into the research and organizes it into ‘real-world’ learning clusters. Each cluster explores individual and organizational behaviours, case studies, personal testimonies and highlights the benefits to the organization.

A 5-STAR Service inventory is included in the course and becomes the centerpiece for reflection and assignments.

Who this course is for:
  • HR / Training Managers
  • Line-level Customer Service Professionals
Course content
Expand all 27 lectures 01:03:31
+ LESON 1: Research Over & Course Structure
12 lectures 13:27
Why this course?
00:23

blah blah blah

Preview 02:29
Course Outline
00:07
LESSON 1: Research Overview & Course Structure
00:25
LESSON 1: Course Structure - Stars & Clusters - Recap
00:00
LESSON 1: Changing Behaviours = Change Management
00:38
LESSON1: Customer Experience Journey
00:12
LESSON1: Customer Experience Journey - Recap
00:19
LESSON 1: 5_STAR Competency Inventory
00:45
+ LESSON 2: Acquiring a 5_STAR Service Mindset
3 lectures 10:29
LESSON 2: Outcomes
00:35

Think of the video on the next screen as a mini-MooC that will walk you through the detail of each Cluster.
You can follow along on the downloadable table as well as reference your Inventory Report.
NOTE: The content in the video will need to be adequately understood to complete the assignment that follows.

LESSON 2: Mindset Mapping Video
04:14
LESSON 2: Emirates Case Study
05:40
Lesson 2 Assignment: In the attach document, you will find the tables and evaluation scale. Use the document to record your thoughts, then enter your response in the following questions that correspond to table rows.
LESSON 2: Assignment
4 questions
+ Lesson 3: Enhancing 5_STAR Service Customer Interaction Behaviours
3 lectures 10:12
LESSON 3: Outcomes
00:28

Think of the video on the next screen as a mini-MooC that will walk you through the detail of each Cluster.
You can follow along on the downloadable table as well as reference your Inventory Report.
NOTE: The content in the video will need to be adequately understood to complete the assignment that follows.

LESSON 3: 5_STAR Competency Mapping - Interacting with Customers
04:53
LESSON 3: Ritz-Carlton Case Study
04:51
LESSON 3 Assignment: In the attach document, you will find the tables and evaluation scale. Use the document to record your thoughts, then enter your response in the following questions that correspond to table rows.
LESSON 3: Assignment
4 questions
+ LESSON 4: Enhancing 5-STAR Service Peer Interaction Behaviour
3 lectures 10:13
LESSON 4: Outcomes
00:29

Think of the video on the next screen as a mini-MooC that will walk you through the detail of each Cluster.
You can follow along on the downloadable table as well as reference your Inventory Report.
NOTE: The content in the video will need to be adequately understood to complete the assignment that follows.

LESSON 4: 5_STAR Competency Mapping: Interacting with Peers
04:16
LESSON 4: 'A Night out' Case Study
05:27
Lesson 4 Assignment: In the attach document, you will find the tables and evaluation scale. Use the document to record your thoughts, then enter your response in the following questions that correspond to table rows.
LESSON 4: Assignment
4 questions
+ LESSON 5: Becoming 5-STAR Service Solutions Focused
3 lectures 11:09
LESSON 5: Outcomes
00:27

Think of the video on the next screen as a mini-MooC that will walk you through the detail of each Cluster.
You can follow along on the downloadable table as well as reference your Inventory Report.
NOTE: The content in the video will need to be adequately understood to complete the assignment that follows.

LESSON 5: 5_STAR Competency Mapping: Solutions Focus Behaviours
03:50
LESSON 5: Crutchfield Case Study
06:52
Lesson 5 Assignment: In the attach document, you will find the tables and evaluation scale. Use the document to record your thoughts, then enter your response in the following questions that correspond to table rows.
LESSON 5: Assignment
4 questions
+ LESSON 6: Training Implications
3 lectures 07:59
LESSON 6: Outcomes
00:14
LESSON 6: 5_STAR Competency Map Summary
01:18
LESSON 6: Stars & Clusters - Training Implications
06:26
Final Assignment: In the attach document, you will find the following table.Briefly describe three different training scenarios that you would like to implement at your workplace. Map it to specific competencies it would address and what the desired Payoff should be.
LESSON 6: Assignment
3 questions