Cornell University Launches New Service Excellence On-Demand Training

Cornell University’s School of Hotel Administration and eCornell have launched new on-demand training in service excellence targeting front-line employees. The training consists of eight online lessons, all of which are available 24/7, and is complemented by a Workshop Guide to promote onsite, face-to-face discussion and application of the online lesson concepts. The training explores the foundations of service delivery and empowers employees through practical tools that can be applied to any situation involving internal or external customers.

Service Excellence On-Demand Training provides groups and organizations with a straightforward framework to increase effectiveness for all customer interactions. It provides employees with the skills needed to connect service excellence concepts to the execution of their daily duties, tasks, and responsibilities. Individuals who successfully complete all eight lessons will receive a recognition of their achievement from Cornell University’s School of Hotel Administration.

“Amazing service experiences are the result of relationships built between the organization, its employees, and its customers. Every interaction counts, and for employees to be successful they must possess tools and strategies to deliver excellent service. Cornell’s online training creates a low-cost, scalable approach that will elevate an organization’s ability to deliver consistent, high-quality customer service.”
– Kate Walsh, Interim Dean and E. M. Statler Professor, School of Hotel Administration, Cornell University

The training was authored by School of Hotel Administration alumna Elizabeth Martyn ’07, in collaboration with a Cornell faculty advisory committee. Martyn helps learners understand the important role they play as service providers within their organizations and introduces the Cornell Service Experience Cycle to guide customer interactions.
“The new Service Excellence program gives organizations a simple and effective way to deliver the highest quality training to customer-facing employees distributed around the world. As you would expect from Cornell University, the on-demand training goes beyond a to-do list and encourages critical thinking to exceed customer expectations.”

– Paul Krause, eCornell’s CEO and Associate Vice Provost of Online Learning for Cornell University

This Service Excellence On-Demand Training can be used by any group or organization with team members who are responsible for delivering service, including organizations focused on hospitality, healthcare and senior living, financial services, retail, and consumer services. To learn more or to speak with an enrollment expert, visit

About the School of Hotel Administration at Cornell University

The School of Hotel Administration (SHA) at Cornell University is shaping the global knowledge base for hospitality management through leadership in education, research, and industry advancement. Accredited by the Association to Advance Collegiate Schools of Business (AACSB), the school provides instruction in the full range of hospitality disciplines, educating the next generation of leaders in the world’s largest industry. Founded in 1922 as the nation’s first collegiate course of study in hospitality management, the Cornell School of Hotel Administration is recognized as the world leader in its field.

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About eCornell | Cornell University

As Cornell University’s online learning subsidiary, eCornell provides many of the world’s leading organizations with online professional development in the areas of finance, healthcare, hospitality, human resources, leadership, management, and marketing. eCornell has delivered flexible, engaging, and immediately applicable learning experiences crafted by Cornell University faculty to over 90,000 students in more than 200 countries.

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