This course should be attended by everyone who serves anyone, at all levels in the organization.

Program 101
Stepping Up: You can achieve the highest levels of service

Learning Objectives

• Recognize the different levels of internal and external service
• Understand why service must continuously improve to maintain customer satisfaction
• Identify specific action steps to improve

Program Contents

• Discover the six levels of service
• Understand rising customer expectations
• Set service improvement goals
• Create personal action plans

Program 102
Perception Points: Improving your service transactions

Learning Objectives

• Map the flow of your service transactions
• Identify key internal and external perception points
• Create action steps to upgrade key points in all five senses

Program Contents

• Learn how customer perceive your service
• Identify your service vulnerabilities
• Understand the power in "moments of truth"
• Commit to specific improvements

Program 103
The Big Picture: The experience your customers value

Learning Objectives

• Understand how customers get service value from your organization
• Identify key categories where you can increase service value
• Evaluate the experience you currently deliver, and set goals for the future
• Create plans to add more value in each category

Program Contents

• Discover the four value categories: primary products, delivery systems, service mindset and ongoing relationships
• Learn proven techniques to boost your performance in each category of value
• Practical steps to add service value now

Program 104
Uplifting Service Champions: Taking responsibility for service

Learning Objectives

• Recognize five different styles of service
• Identify which service styles are appropriate at different times
• Learn why blame and excuses are a poor response to service problems
• Take personal responsibility for service improvement with specific action plans

Program Contents

• Discover the five styles of service
• Learn which styles are best for you and your customers
• Eliminate blame, feeling shamed and making excuses
• Take personal responsibility to upgrade and uplift your service