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Introduction to a Service-Oriented Approach

Welcome and Course Overview 
Lesson 1 of 4 within section Introduction to a Service-Oriented Approach. You must enroll in this course to access course content.
Defining a Service-Oriented Approach
Lesson 2 of 4 within section Introduction to a Service-Oriented Approach. You must enroll in this course to access course content.
The Importance of Service Excellence
Lesson 3 of 4 within section Introduction to a Service-Oriented Approach. You must enroll in this course to access course content.
Historical and Modern Service Examples
Lesson 4 of 4 within section Introduction to a Service-Oriented Approach. You must enroll in this course to access course content.

 Customer-Centric Philosophy

Understanding Customer Needs and Expectations 
Lesson 1 of 3 within section  Customer-Centric Philosophy. You must enroll in this course to access course content.
 Building a Customer-Centric Culture
Lesson 2 of 3 within section  Customer-Centric Philosophy. You must enroll in this course to access course content.
Empathy and Active Listening
Lesson 3 of 3 within section  Customer-Centric Philosophy. You must enroll in this course to access course content.

 Service Standards and Quality

Establishing Service Standards and Quality Metrics 
Lesson 1 of 3 within section  Service Standards and Quality. You must enroll in this course to access course content.
Continuous Improvement and Kaizen
Lesson 2 of 3 within section  Service Standards and Quality. You must enroll in this course to access course content.
Measuring and Assessing Service Quality
Lesson 3 of 3 within section  Service Standards and Quality. You must enroll in this course to access course content.

Service Design and Innovation

Service Blueprinting and Design Thinking 
Lesson 1 of 3 within section Service Design and Innovation. You must enroll in this course to access course content.
Service Innovation and Creativity
Lesson 2 of 3 within section Service Design and Innovation. You must enroll in this course to access course content.
Implementing New Service Concepts
Lesson 3 of 3 within section Service Design and Innovation. You must enroll in this course to access course content.

Service Delivery and Recovery

Service Delivery Best Practices 
Lesson 1 of 3 within section Service Delivery and Recovery. You must enroll in this course to access course content.
Handling Service Failures and Recovery
Lesson 2 of 3 within section Service Delivery and Recovery. You must enroll in this course to access course content.
Dealing with Difficult Customers
Lesson 3 of 3 within section Service Delivery and Recovery. You must enroll in this course to access course content.

Employee Engagement and Training

Engaging and Empowering Employees 
Lesson 1 of 3 within section Employee Engagement and Training. You must enroll in this course to access course content.
Training and Development for Service Excellence
Lesson 2 of 3 within section Employee Engagement and Training. You must enroll in this course to access course content.
Recognizing and Rewarding Service Excellence
Lesson 3 of 3 within section Employee Engagement and Training. You must enroll in this course to access course content.

Service Across Various Industries

Service Excellence in Retail and Hospitality 
Lesson 1 of 3 within section Service Across Various Industries. You must enroll in this course to access course content.
Healthcare and Service-Oriented Medicine
Lesson 2 of 3 within section Service Across Various Industries. You must enroll in this course to access course content.
Service in Government and Non-Profit Sectors
Lesson 3 of 3 within section Service Across Various Industries. You must enroll in this course to access course content.

Sustaining a Service-Oriented Approach

Maintaining and Growing a Service Culture      
Lesson 1 of 3 within section Sustaining a Service-Oriented Approach. You must enroll in this course to access course content.
Creating a Service Improvement Roadmap
Lesson 2 of 3 within section Sustaining a Service-Oriented Approach. You must enroll in this course to access course content.
Course Recap and Planning for Service Excellence
Lesson 3 of 3 within section Sustaining a Service-Oriented Approach. You must enroll in this course to access course content.