Course Description
This program explores the value of stellar service and the service coach’s role in helping service providers achieve it. During the module, participants complete a variety of individual and group activities, partner discussions, and skills practices, video segments, and large-group discussions that explore the following topics:
•            What stellar service means
•            Benefits of customer loyalty
•            Defining moments
•            Three dimensions of service
•            The STAR qualities
•            How to communicate their stellar service message
•            Action planning

Course Outline
1. Understand what stellar service is and the challenges of delivering it

2. Benefits of customer loyalty to the service coach, the organization, and customers

3. The importance of the service provider’s role in building customer loyalty

4. How to find and take advantage of key defining moments in customer interactions

5. The three dimensions of service

6. Four key qualities that customers expect from stellar service

7. How to use the four key qualities to evaluate and improve the service that is delivered

8. Techniques to communicate and reinforce expectations for stellar service with others

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.