Customer Service
Training Solutions
DEFINE — Business leaders define strategy.
Click on Consulting Services to learn how our consultants can help you design and implement strategic learning solutions.
DIRECT — Senior leaders direct the practices and processes.
Leading for Stellar Service®
This workshop is an organisational program designed for senior managers. It helps them translate strategy into actual plans, tools, and standards. It also includes foundational service concepts from a senior manager's perspective. organisational — skills, knowledge, and attitudes that help leaders direct the human, financial, and other resources of an organisation toward successful delivery of desired behaviors.
Audience: Executives and senior managers
Length: 2-day workshop (not available as modules)
DEVELOP — Managers develop the individuals, processes and systems.
Coaching for Stellar Service®
Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a service coach's perspective. Supportive — skills, knowledge, and attitudes that help coaches develop the desired behaviors in individuals.
Audience: Service coaches
Length: 2-day workshop or available as individual modules
Module 1: Reaching for Stellar Service®: Coach's Version
Understand the big picture and the role of the service coach in delivering stellar service.
Length: 4 hours
Module 2: Developing Others for Stellar Service®
Discover skills for developing others, helping them expand thier capabilities so they will have the confidence to take on new challenges and work more independently.
Length: 4 hours
Module 3: Giving Constructive Feedback for Stellar Service®
Learn skills to give constructive feedback in a way that builds openness and mutual respect, and promotes problem solving and learning.
Length: 4 hours
Module 4: Recognizing Others for Stellar Service®
Provide meaningful recognition for large and small efforts in order to encourage others and focus on the organisation's goals of stellar service.
Length: 4 hours
DELIVER — Individuals deliver results through productive behaviors.
Creating Stellar Customer Relations®
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: All employees
Length: 2-day workshop or available as individual modules
Module 1: Reaching for Stellar Service®
Understand the big picture and the role of the individual employee in delivering stellar service.
Length: 4 hours
Module 2: Caring for Customers®
Provide friendly, caring service that meets the needs of customers on the human level. Length: 4 hours
Module 3: Healing Customer Relationships®
Develop skills that will help individual employees 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
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Meeting the Challenge of Stellar Service®
This workshop helps individual employees 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: All employees
Length: 2-day workshop or available as individual modules
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 employees. Remove barriers to smooth working relationships.
Length: 4 hours
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Selling Through Stellar Service®
This workshop provides your employees with a proven needs satisfaction selling process. The training uses language and context appropriate for those who often feel that they're not really salespeople. The skills help organisations to both save money by solving problems better and faster, and to make money through cross-selling and up-selling. Incremental—skills, knowledge and attitudes that all help employees expand customer relationships through selling additional needed products and services.
Audience: All employees
Length: 1.5 day sequential workshop perhaps best delivered with time between two modules
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: Expanding Customer Relationships™
Expand the customer's business relationship by identifying and satisfying additional customer needs.
Length: 4 hours (participants complete the prerequisite Guiding Customer Conversations®)
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