Who should attend:
This course should be attended by everyone who works in partnership with customers or with colleagues. Especially relevant for those who serve in teams, supervise staff or coordinate with other departments.

Program 201
Connect with Your Customers: Increasing your service commitment

Learning Objectives

• Understand the four different models of service interaction
• Recognize the value of building service relationships and partnerships

Program Contents

• Understand the limits of one-shot deals
• Learn to create transaction satisfaction
• Develop consistent and reliable service relationships
• Achieve productive and profitable service partnerships

Program 202
Powerful Service Partners: When you give more, you get more!

Learning Objectives

• Realize that the key to getting what we want is helping others get what they value
• Learn how to add more value to service partners
• Understand that giving more can lead to receiving more

Program Contents

• Discover how to get more of whatever you want from whomever you want
• Learn to identify what other people value
• Be proactive to add value for others
• Create lasting success through giving better service

Program 203
The Cycle of Service Improvement: Adding value and building trust

Learning Objectives

• Understand what different customers want, need and value
• Identify other people's priorities
• How to create more value through better service agreements
• Learn four key steps to building more trust with customers and colleagues

Program Contents

• Explore: identify priorities and values
• Agree: create value in your service promise
• Deliver: meeting and exceeding conditions of satisfaction
• Assure: building trust by following up and following through

Program 204
Closing the Loop: Building a better future together

Learning Objectives

• Create new service opportunities when completing current service agreements
• Learn how to anticipate and proactively respond to customer needs

Program Contents

• Closing the Loop : connecting service cycles
• Asking "What If?": increasing safety, security and service value through anticipation and contingency planning
• Proactive Communication: delivering service through timely information