Service Stars and Service Teams

Overview/Description
 The Olympic athlete, the Nobel Prize winner, and the Oscar-nominated actor all have something in common. They are all stars in their areas of expertise. This course will move you to the level of stardom in the area of customer service. In profiling the highest achievers, you will grasp the meaning of leadership, the importance of long-term focus, and the secrets to making your customers more memorable. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence, you will look inside the workings of a championship team, a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service. You will examine the pitfalls of attitudes that can put cracks in the smoothest service armor. This is the course that will help you to be the best service provider you can be.

Target Audience
 Front line staff, team leaders, and managers

Expected Duration
5.5 hours

Lesson Objectives:

Profile of a Service Star

  • recognize the practices of individuals with superior service skills.
  • use methods to anticipate and stay one step ahead of customer needs, in a given scenario.
  • determine whether a service professional has effectively applied the principles to turn a one-time sale into a long-term relationship, in given a scenario.
  • determine whether a service professional used techniques to improve memory and recall facts about customers, in a given scenario.
  • apply procedures to help a customer's business, in a given scenario.

    • How Self-service Enhances Customer Service

  • recognize the value of taking care of one's self in order to better care for the customer.
  • determine techniques to include rest and rejuvenation in your daily schedule.
  • determine whether a person effectively used strategies to avoid over-commitment, in a given scenario.
  • employ techniques to keep from internalizing criticism or taking it personally.
  • recognize methods for "turning off your work" and tuning into aspects of your life unrelated to the workplace.

    • The Championship Team

  • recognize the benefits of developing team practices that enable delivery of excellent customer service.
  • identify the elements required to focus on the service vision.
  • determine the method to be sure each team member has a specific area of subject matter expertise that can be accessed by other team members.
  • identify a process for full accountability.
  • determine whether an employee used the appropriate steps to enable consistent performance improvement, in a given scenario.

    • When Team Issues Damage Service

  • recognize the negative impact of destructive forces in teams which impede good service.
  • examine the negative results of dueling for resources.
  • use techniques for addressing non-supportive behavior, in a given scenario.
  • identify the elements of an orientation process that clearly defines team expectations.

    • Course Number: CUST0108