Campus Lausanne
Managing Service Excellence and Human Centricity
Discover the world of service excellence and human-centricity. This one-week module combines guest desires with employee empowerment, encourages innovation in service, and promotes responsible management practices.
Next Dates
18 March 2024
Five-day module: March 18 to 22, 2024
Delivery
Campus Lausanne
Credentials
Certificate of Attendance
Duration
5 days
Language
English
Price
CHF 5,900
Cultivating Excellence: Mastering Customer Experience and Service Management
In today's global marketplace, delivering an enjoyable customer experience is pivotal to the success of products and services. This module is designed to equip hoteliers with the tools to define and manage customer experiences effectively, aligning operational delivery with customer expectations. Understanding that customer service is not merely a transaction but an experience, the curriculum delves into the strategic management of the entire customer journey, emphasizing the uniqueness of each brand experience.
By the end of this module, participants will have acquired the skills to critically assess, improve, and strategically manage customer experiences, ultimately contributing to the overall success of their brand or product.
Learning Objectives
- Gain a deeper insight into customer experience management through active participation, engagement, and critical thinking. Explore how to create lasting impressions.
- Discover various experiential learning contexts and firsthand service forms, enhancing your practical understanding of customer-centric practices.
- Familiarize yourself with tools to assess service experiences and develop effective strategies for improving customer experiences, ensuring lasting satisfaction.
- Understand the essential components that give meaning to human interaction. Develop the skills for fostering mutual understanding and building meaningful connections in a rapidly changing environment.
Module Highlights
Deep dive into customer experience management with active engagement
Tools for assessing service experiences and crafting strategies to enhance customer satisfaction
Consumer psychology principles to design exceptional experiences
Diverse experiential contexts and hands-on service forms, enhancing your practical knowledge
Syllabus
Course Content
1
Day 1-2: Customer Experience and Service Excellence
COURSE UNIT DESCRIPTION :
Managing customer service experiences is strategically handling a customer’s entire service experience linked to a product, service, and company. Each brand and brand experience is unique and must be managed strategically as it aligns with the firm. In this module, participants will first evaluate the fundamentals of managing customer experience and how to adapt how organizations work to pressure from clients, shareholders, employees, suppliers, or the economic environment.
MAIN LEARNING OBJECTIVES:
- Acquire enhanced comprehension of customer experience management through active participation, engagement, and critical thinking.
- Examine different contexts and forms of service experiences including experiential learning contexts.
- Critically develop an understanding of tools to measure service experiences and develop a strategic plan to improve customer experience management.
- Understand and learn to apply fundamental theories of consumer psychology to create positive experiences
- Learn how to use little surprises, space, and time to your advantage in creating positive experiences in hospitality
Duration: 2 days
2
Day 3-4: Manage Individual and Teams
COURSE UNIT DESCRIPTION :
This course is designed to provide aspiring general managers with the knowledge and expertise required to lead and manage complex human relationships with confidence, empathy, and authenticity. Drawing parallels with martial arts practitioners striving for the revered black belt, this course will equip future executives with the essential skills and mindset necessary to achieve mastery in human interaction in a multicultural context.
MAIN LEARNING OBJECTIVES:
- Examine the fundamental components that constitute a meaningful human interaction.
- Analyze the relational skills for fostering reciprocity and building connections in a rapidly changing environment.
- Evaluate the leadership behaviors and strategies required to lead a diverse workforce and interact with multicultural guests in the hospitality industry.
3
Day 5: Developing Business Creativity through Culinary Practices
DESCRIPTION :
Business creativity is all about creative ideas that are new and useful, appropriate, or valuable in some form and is therefore the single most important input for innovation. In this course, participants will be able to expand their views on business creativity by shifting their focus from ‘thinking’ to experimenting and, hence, ‘doing’ in the context of an aesthetic-creative culinary project. This course will cover relevant theoretical concepts, but the focus of the course is on ‘doing creativity’ to develop the participants' aesthetic toolkit and creative mindset. This course is for people who have the drive to set future creative benchmarks for the businesses that they lead. To enjoy and really benefit from this course, they must be able to let loose from established concepts and engage in an ever-changing process of creative cognition and aesthetic sensing on the road to becoming competent and creative leaders.
MAIN LEARNING OBJECTIVES:
- Learn to discern the difference between creativity and innovation, comprehending their mutual reliance and the facets of creative output.
- Extract key creative strategies from top chefs, understanding how culinary artistry parallels business innovation and the value of mentorship.
- Engage in hands-on experiences that bridge theoretical knowledge with tangible creative applications in dynamic settings.
- Learning through immersive projects to develop an aesthetic perception and fosters proactive creative.
Duration: 1 day
Certificate of Attendance
Is this course right for me?
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Module benefits
- Fostering a Culture of Service Excellence: cultivate a culture within your organization that prioritizes and embodies service excellence, creating a lasting impact on both customers and employees.
- Innovative Service Solutions: develop innovative and practical solutions to address common challenges in the hospitality industry, ensuring your services remain at the forefront of the market.
- Effective Feedback Utilization: learn how to collect and utilize customer feedback effectively to drive improvements in operational performance, enhancing overall service quality.
- Strategic Multicultural Engagement: equip yourself with the strategies and skills needed to engage effectively with a diverse workforce and international guests, enhancing your leadership capabilities in the global hospitality arena.
Admission Criteria
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
Admission Process
To apply, please submit the following documents online: resume or LinkedIn profile link.
The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.
Deadline
Your application must be received at least one week prior to course start.
Apply Online
Choose Your Intake :
Cost CHF 5,900
FAQ
Visas & Travel Restrictions
A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland.
Price details
Price: CHF 5'900
All amounts are in Swiss Francs and include VAT where applicable. Pricing covers 2 courses + 1 experiential day, teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site module are not covered in the program fees and should be planned for separately.
Payment methods
Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates.
How to earn the certificate
Participants receive a Certificate of Attendance.
Cultivating Excellence: Mastering Customer Experience and Service Management
In today's global marketplace, delivering an enjoyable customer experience is pivotal to the success of products and services. This module is designed to equip hoteliers with the tools to define and manage customer experiences effectively, aligning operational delivery with customer expectations. Understanding that customer service is not merely a transaction but an experience, the curriculum delves into the strategic management of the entire customer journey, emphasizing the uniqueness of each brand experience.
By the end of this module, participants will have acquired the skills to critically assess, improve, and strategically manage customer experiences, ultimately contributing to the overall success of their brand or product.
Overview
Learning Objectives
- Gain a deeper insight into customer experience management through active participation, engagement, and critical thinking. Explore how to create lasting impressions.
- Discover various experiential learning contexts and firsthand service forms, enhancing your practical understanding of customer-centric practices.
- Familiarize yourself with tools to assess service experiences and develop effective strategies for improving customer experiences, ensuring lasting satisfaction.
- Understand the essential components that give meaning to human interaction. Develop the skills for fostering mutual understanding and building meaningful connections in a rapidly changing environment.
Module Highlights
Deep dive into customer experience management with active engagement
Tools for assessing service experiences and crafting strategies to enhance customer satisfaction
Consumer psychology principles to design exceptional experiences
Diverse experiential contexts and hands-on service forms, enhancing your practical knowledge
Syllabus
Syllabus
Course Content
1
Day 1-2: Customer Experience and Service Excellence
COURSE UNIT DESCRIPTION :
Managing customer service experiences is strategically handling a customer’s entire service experience linked to a product, service, and company. Each brand and brand experience is unique and must be managed strategically as it aligns with the firm. In this module, participants will first evaluate the fundamentals of managing customer experience and how to adapt how organizations work to pressure from clients, shareholders, employees, suppliers, or the economic environment.
MAIN LEARNING OBJECTIVES:
- Acquire enhanced comprehension of customer experience management through active participation, engagement, and critical thinking.
- Examine different contexts and forms of service experiences including experiential learning contexts.
- Critically develop an understanding of tools to measure service experiences and develop a strategic plan to improve customer experience management.
- Understand and learn to apply fundamental theories of consumer psychology to create positive experiences
- Learn how to use little surprises, space, and time to your advantage in creating positive experiences in hospitality
Duration: 2 days
2
Day 3-4: Manage Individual and Teams
COURSE UNIT DESCRIPTION :
This course is designed to provide aspiring general managers with the knowledge and expertise required to lead and manage complex human relationships with confidence, empathy, and authenticity. Drawing parallels with martial arts practitioners striving for the revered black belt, this course will equip future executives with the essential skills and mindset necessary to achieve mastery in human interaction in a multicultural context.
MAIN LEARNING OBJECTIVES:
- Examine the fundamental components that constitute a meaningful human interaction.
- Analyze the relational skills for fostering reciprocity and building connections in a rapidly changing environment.
- Evaluate the leadership behaviors and strategies required to lead a diverse workforce and interact with multicultural guests in the hospitality industry.
3
Day 5: Developing Business Creativity through Culinary Practices
DESCRIPTION :
Business creativity is all about creative ideas that are new and useful, appropriate, or valuable in some form and is therefore the single most important input for innovation. In this course, participants will be able to expand their views on business creativity by shifting their focus from ‘thinking’ to experimenting and, hence, ‘doing’ in the context of an aesthetic-creative culinary project. This course will cover relevant theoretical concepts, but the focus of the course is on ‘doing creativity’ to develop the participants' aesthetic toolkit and creative mindset. This course is for people who have the drive to set future creative benchmarks for the businesses that they lead. To enjoy and really benefit from this course, they must be able to let loose from established concepts and engage in an ever-changing process of creative cognition and aesthetic sensing on the road to becoming competent and creative leaders.
MAIN LEARNING OBJECTIVES:
- Learn to discern the difference between creativity and innovation, comprehending their mutual reliance and the facets of creative output.
- Extract key creative strategies from top chefs, understanding how culinary artistry parallels business innovation and the value of mentorship.
- Engage in hands-on experiences that bridge theoretical knowledge with tangible creative applications in dynamic settings.
- Learning through immersive projects to develop an aesthetic perception and fosters proactive creative.
Duration: 1 day
Certificate of Attendance
Is this course right for me?
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Who Should
Apply
?
Module benefits
- Fostering a Culture of Service Excellence: cultivate a culture within your organization that prioritizes and embodies service excellence, creating a lasting impact on both customers and employees.
- Innovative Service Solutions: develop innovative and practical solutions to address common challenges in the hospitality industry, ensuring your services remain at the forefront of the market.
- Effective Feedback Utilization: learn how to collect and utilize customer feedback effectively to drive improvements in operational performance, enhancing overall service quality.
- Strategic Multicultural Engagement: equip yourself with the strategies and skills needed to engage effectively with a diverse workforce and international guests, enhancing your leadership capabilities in the global hospitality arena.
Apply Online
Admission Criteria
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
Admission Process
To apply, please submit the following documents online: resume or LinkedIn profile link.
The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.
Deadline
Your application must be received at least one week prior to course start.
Apply Online
Choose Your Intake :
Cost CHF 5,900
Detailed Information
FAQ
Visas & Travel Restrictions
A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland.
Price details
Price: CHF 5'900
All amounts are in Swiss Francs and include VAT where applicable. Pricing covers 2 courses + 1 experiential day, teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site module are not covered in the program fees and should be planned for separately.
Payment methods
Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates.
How to earn the certificate
Participants receive a Certificate of Attendance.