Course Description
This program helps service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level. They will complete a variety of individual and group activities, partner discussions, and skills practices, video segments, and large-group discussions that explore the following topics:

• Challenges of providing caring service
• Two principles of caring service
• Skills for demonstrating interest and concern
• Skills for communicating the customer’s value
• Obstacles to using caring skills
• Action planning

Course Outline
1. Meeting customers’ human needs is essential to the success of the service provider

2. Three skills that demonstrate interest in and concern for customers:

• Listen attentively
• Project a willingness to help
• Convey respect

3. Four caring responses that communicate the customer’s value to your organization:

• Acknowledge the customer and his or her situation
• Appreciate something about working with the customer.
• Affirm something the customer has said or done.
• Assure the customer of good service.

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested course hours Length
6 hours

Delivery Options
We will deliver training to suit your schedule. All programs can be conducted increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.