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GTCC
(336) 334-4822
P.O. Box 309
Jamestown, NC 27282
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Project Management: Reaching for Stellar Service: Coach’s Version
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Course Description
The purpose of this 4-hour module is to explore the value of stellar service and the service coachís role in helping employees achieve it. Participants will be able to:
* Recognize the importance of seamless service.
* Describe what stellar service is and the challenges of delivering it.
* Discuss the benefits of customer loyalty to the service coach, the organization, and customers.
* Explain the importance of each employeeís role in building customer loyalty.
* Find and take advantage of key defining moments in customer interactions.
* Identify and discuss the three dimensions of service.
* Describe the four key qualities that customers expect from stellar service.
* Use the four key qualities to evaluate and improve the service that is delivered.
* Communicate and reinforce expectations for stellar service with others. |
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