This workshop provides skills for developing the service mindset and behaviors that create customer loyalty, even after service failures. Foundational core skills, knowledge and attitudes every individual should have.
Audience: Frontline service providers
Length: 2-day workshop or available as the individual modules described below

Module 1: Reaching for Stellar Service™
Understand the big picture and the role of the frontline service provider in delivering stellar service.
Length: 4 hours

Module 2: Caring for Customers®
Provide friendly, caring service that meets theneeds of customers on the human level.
Length: 4 hours

Module 3: Healing Customer Relationships®
Develop skills that will help service providers serve customers who are angry or upset especially after a service breakdown.
Length: 4 hours

Module 4: Dazzling Your Customers®
Master the art of surprising customers with pleasing extras creatively and cost-effectively.
Length: 4 hours

This workshop helps frontline service providers master three important challenges of delivering stellar service. Situational skills, knowledge, and attitudes that extend from the foundation to enable successful delivery of desired behaviors despite the uniqueness of certain situations.
Audience: Frontline service providers
Length: 2-day workshop or available as the individualmodules described below

Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service by acting as the expert guide.
Length:8 hours

Module 2: Serving a World of Customers®
Provide respectful service tailored to customer’s unique needs: physical ability, language ability, culturally dictated expectations, and familiarity with technology.
Length: 4 hours

Module 3: Teaming Up for Seamless Service®
Provide seamless service to customers by increasing collaboration with fellow service team members. Remove barriers to smooth working relationships.
Length: 4 hours