Course Description
The purpose of this course is to help service providers learn and apply skills for providing helpful, sensitive, and respectful service that is tailored to customers’ unique needs. 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 prevents respectful service
•            A process for providing respectful service
•            How to use the process
•            Skills practice
•            Action planning

Course Outline
1. The dangers of judging a customer based on assumptions about a group to which the customer may belong.

2. The benefits of improving service to customers who have unique needs related to physical ability, language, technology, or service expectations.

3. How to recognize cues that point to unique customer needs.

4. How to recover smoothly and quickly when a well-intentioned service action has a negative effect on a customer.

5. Respectful questions that will clarify unique customer needs.

6. Options for meeting unique customer needs.

7. Appropriate action that meets unique customer needs.

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.