Customer Service
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Coaching for Stellar Service™ (2 days)
This is a supportive program for service coaches. Its reinforcement and coaching skills are based on AchieveGlobal’s popular Achieving Results Through Genuine Leadership™ system and includes overall coaching, feedback, and performance recognition skills training in addition to foundational service concepts from a coach’s perspective.
Audience:Service coaches.
Length: 2-day workshop oravailable as four individual (half-day) modules:
Mod 1: Reaching for Stellar Service®: Coach’s Version (4 hours)
Mod 2: Developing Others for Stellar Service® Giving (4 hours)
Mod 3: Constructive Feedback for Stellar Service® (4 hours)
Mod 4: Recognizing Others for Stellar Service® (4 hours)
Creating Stellar Customer Relations™ (2 days)
This is a foundational program for frontline service providers. It helps participants not only develop robust interpersonal skills, but also understand the larger organizational need to build a loyal customer base and, specifically, understand the service provider’s role in building strong customer relationships.
Audience: Frontline service providers.
Length: 2-day workshop or available as four individual (half-day) modules:
Mod 1: Reaching for Stellar Service® (4 hours)
Mod 2: Caring for Customers® (4 hours)
Mod 3: Healing Customer Relations® (4 hours)
Mod 4: Dazzling Your Customers® (4 hours)
Leading for Stellar Service™ (2 days)
This workshop is an organizational program designed for senior managers. It helps them translate the organization’s service strategy into actual plans, tools, and standards. It also includes
foundational service concepts from a senior manager’s perspective.
Audience: Executives and senior managers (not available as modules).
Meeting the Challenge of Stellar Service™ (2 days)
This workshop is a situational program for frontline service providers. It provides participants with skills for guiding customer conversations that create consistently positive service interactions and for working with team members to solve service issues. Participants also learn skills for providing attentive and respectful service that is tailored to meet unique needs.
Audience: Frontline service
providers. Length: 2-day workshop or available as three individual (one full-day and two half-day) modules:
Mod 1: Guiding Customer Conversations® (8 hours)
Mod 2: Serving a World of Customers® (4 hours)
Mod 3: Teaming Up for Seamless Service® (4 hours)
Service Plus® (4 or 8 hours)
Customer loyalty. It comes from an expectation of superior service. It's a belief that even if something goes wrong, your company will do everything possible to make it right and to make sure the customer is happy. Is this the relationship you have with customers? This course creates that level of service, helps eliminate customer defections, and strengthens customer satisfaction and loyalty. The program gives service providers more than a list of do's and don'ts by providing a toolbox of skills for effectively and efficiently handling all types of customer interactions.
Creating a Service Culture: The Service Leader's Role (4 hours)
Once the strategic focus is defined, service leaders need to know exactly how to make the service vision a reality. This course helps leaders identify barriers to service excellence and provides them with five leader practices to create a service culture.
Service Plus® Health Care: Building Patient Loyalty (8 hours)
This one-day program is designed for health care providers who have direct contact with patients and other customers. Service Plus Health Care creates staff who:
- Take personal initiatives that meet and exceed patients’ and others’ personal and practical needs consistently and reliably.
- Conduct effective, efficient interactions and handle difficult or emotional situations.
- Work as a team to provide service beyond expectations
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