A training intervention designed to help your managers and employees examine their strengths and improvement areas when working both with external customers, and internal team members. The training can include extensive use of role-plays to emphasize learning points. Often, video tapes of participants actually using effective cross-cultural skills are examined to reinforce skills.

Course Overview:

This course can be customized when clients choose from Doug's customer service modules, which are listed below. Emphasis is placed upon the development and maintenance of the attitude that all customers, both internal and external are important and are our "Guests." Specific skill sets are introduced and practiced, in live practice sessions and on video, to support this customer service approach. This process enables the participants to learn and practice new skills, in a supportive environment, thus empowering them to be more effective with their respective customers back on the job.

Training Topics:

The following is an introduction of the topics covered during the program. Additionally, issues unique to the needs of the client will be included when designing the program to ensure key learning points are covered. The following modules represent the variety of topics which can be used to customize your program.

Customer Service: The Pain of Neglect, The Joy of Attention

• Experience the Emotion of Poor Service
• How Do You Feel When Your Expectations Aren't Met?
• Recall a Time When Your Expectations Were Exceeded. What Did it Take?
• The "Customer Service Attitude": What Is It? • How to Deal With the Angry Customer
• Phrases and Gestures to Avoid
• Active Listening With R.A.P.S.
• Words, Tone, Actions, or: How Sincere Are You?

Words, Tone and Actions: How Sincere are You?

• As a Manager
• As a Front-Line Employee
• "Do As I Say, Not As I Do"

Even Monkeys Fall From Trees: The Balancing Act of Leadership and Service

• Recovering From Inevitable Mistakes: Lessons from Disney

A Company Without a Vision is Like a Ship Without a Rudder

• Clarifying Your Vision: Is it Really A Goal?

How to Exceed Expectations, or: Practice Makes Perfect

• Critical Incident Analysis: Small group activity (full-day workshops only):
  Three groups of three to four-each. Each group analyzes a different "customer relations incident" and determines a strategy to deal with it.
• Groups reconvene and 1) Report strategies to each other, 2) Act out the situation in front of group.
  Each role play videotaped, then debriefed in front of whole group.

Taking It Home: What Do We Do Now?

• Theory is great, but application is the answer