Learn how to

  • Design a best-in-class Service Standard, taking tips from leading brands doing it right.

  • Ensure that key stakeholders across the business know about your Service Standard and deploy it all the way to the frontline.

  • Use behavioral science to make these service standards part of intuitive behavior.

Masterclass content

Modules are structured in stages over the duration of the course to reinforce your learning

  1. Welcome and introductions

  2. Learn the basics of a Service Standard. Theme #1: Stakeholder Mapping

  3. Learn the basics of a Service Standard. Theme #2: Service Standard Definition

  4. Learn the basics of a Service Standard. Theme #3: What gets measured gets managed

  5. WEEK 1 topic: Learn the basics of a Service Standard. Theme #4: Service Standard Ingredients

  6. WEEK 2 topic: Develop your own Service Standard. Theme #1: The three approaches to Service Standard design

About this course

  • Free
  • 8 hours over 4 weeks
  • Collaborative
  • Audio-visual

Your host!

Feel free to reach out by email if you need any further information

Susanne Axelsson

Frontline Community Evangelist

Awesome customer experience starts at the frontline

Our Frontline Magic Evangelist Susanne is dedicated to growing and amplifying our community's voice and ensuring you have access to useful, interesting content that will help you make frontline work awesome! Get in touch if you have ideas on how we can do better.