Cornell Hotel School Adds Online Courses

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. October 14, 2008

ITHACA, NY, November 30, 2006. The Cornell University School of Hotel Administration, in partnership with eCornell, has enhanced its online program with two new courses that provide unique insight into effective customer service. One course focuses on building a strong internal service culture, while the second instructs on how to deliver extraordinary service to external clients.

'The real difference between companies is not so much in the product, but in the service behind the product,' said Judi Brownell, professor at the Cornell Hotel School and co-author of the courses with Professor Emeritus Florence Berger. 'Successful companies earn customer loyalty by first developing a strong internal service culture, which then becomes the foundation for phenomenal service to the customer.'

In the first course, Creating Service Cultures, participants learn the keys to serving and satisfying customers within the organization. The course focuses on proven methods of creating and maintaining an organizational culture that reinforces and rewards internal service behaviors. Participants learn how to select and develop high-performing employees and how to set, articulate and maintain industry-leading service standards.

The second course, Secrets of Phenomenal Customer Service, helps participants learn the communication and listening skills required to deliver phenomenal service to external customers. This course prepares supervisors and managers to identify key service requirements and implement various training methods to ensure the development and reinforcement of service attitudes and skills. They learn how to use verbal communication skills, non-verbal communication skills and listening skills to deliver exceptional service.

Each six-hour course retails for $575. Special volume pricing is also available. These new customer service courses complement an extensive array of online courses created by the Cornell Hotel School and offered through eCornell in the areas of hospitality marketing, accounting, finance, foodservice operations, revenue management, and general management.

For more information on these courses and the entire Cornell Hotel School online program, please visit:

www.hotelschool.cornell.edu/execed/online/.

A unit of the Cornell University School of Hotel Administration, the Office of Executive Education provides educational seminars, courses, certifications, and other learning opportunities for professionals in the hospitality industry. These opportunities are presented by renowned Cornell faculty in face-to-face classroom based learning on the Cornell campus or at sites anywhere in the world. Online courses and certifications are also available. The Office works with hospitality companies to support the development of management and leadership talent and to enhance the profitability of these companies. To learn more about the Office of Executive Education and the learning opportunities available, please visit: www.hotelschool.cornell.edu/execed, or contact Tom Kline, Director, Office of Executive Education, Cornell School of Hotel Administration by email at exec_ed_[email protected] or by phone at +1 607 255 4919.