The culture of service excellence is more than just a business model. It consists of proven strategies for driving world-class employee performance and elevating customer experience from average to extraordinary. How well an organization serves its customers determines its long-term success. 

The culture of service excellence helps organizations win clients in an extremely competitive business environment. The principles of service excellence will lead any organization, small or large, to achieving and sustaining a work environment that will foster superior employee performance that leads to business success.

Course Curriculum

  • 1

    READING MATERIALS

  • 2

    Chapter 1: Introduction

  • 3

    Chapter 2: Components of Organizational Culture

    • 2.1 Organizational Culture

    • 2.2 Subculture

  • 4

    Chapter 3 : Importance of Organizational Culture

    • Importance of Organizational Culture

  • 5

    Chapter 4: Types of Organizational Culture

    • Types of Organizational Culture

  • 6

    Chapter 5: Culture of Financial Control

    • Culture of Financial Control

  • 7

    Chapter 6: Service Excellence Model/Pyramid

    • Service Excellence Model

    • Service Excellence Pyramid

  • 8

    SECTION REVIEW

    • SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

  • 9

    CASE STUDY

    • CASE STUDY: Developing the Culture of Service Excellence of Certified Public Accountants (CPAs) - Part 1

  • 10

    EXERCISES

    • EXERCISES: Developing the Culture of Service Excellence of Certified Public Accountants (CPAs) - Part 1

  • 11

    Chapter 7 : Service Excellence

    • 7 Principles of Service Excellence

    • The Culture of Service Excellence

  • 12

    Chapter 8: Budget-Setting Within the Culture of Service Excellence

    • Budget - Setting Options

  • 13

    Chapter 9 : Steps to Developing a Culture Of Service Excellence

    • Designing and Renewing Outstanding Customer Experiences

    • Strategic Dimension

    • Cultural Dimension

    • Innovation Dimension

    • Operational Dimension

  • 14

    Chapter 10 : Organization Maturity

    • Organization Maturity

  • 15

    CASE STUDY

    • CASE STUDY : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs) - Part 2

  • 16

    SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

    • SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

  • 17

    KEY POINTS

    • Key Points

  • 18

    QUIZ

    • Multiple Choice Quiz

  • 19

    Evaluation Form

    • Evaluation Form and Attendance Sheet (as required under PRC Resolution no. 1244 Series of 2020)

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