Service Teams and Service Stars

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.

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Front line staff, team leaders, and managers

WEB

Course Overview|Lesson Overview| - recognize the practices of individuals with superior service skills.|Leader of the Pack| - use methods to anticipate and stay one step ahead of customer needs, in a given scenario.|Having Long-term Focus| - 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.|Total Recall| - determine whether a service professional used techniques to improve memory and recall facts about customers, in a given scenario.|Building Your Customer's Business| - apply procedures to help a customer's business, in a given scenario.|Lesson Overview| - recognize the value of taking care of one's self in order to better care for the customer.|Building in "Brain Breaks"| - determine techniques to include rest and rejuvenation in your daily schedule.|Avoid Over-committing| - determine whether a person effectively used strategies to avoid over-commitment, in a given scenario.|Developing a "Thicker Skin"| - employ techniques to keep from internalizing criticism or taking it personally.|Tuning Out of Work Mode| - recognize methods for "turning off your work" and tuning into aspects of your life unrelated to the workplace.|Lesson Overview| - recognize the benefits of developing team practices that enable delivery of excellent customer service.|Laser Beam Focus| - identify the elements required to focus on the service vision.|Subject Matter Expertise| - 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.|Full Accountability| - identify a process for full accountability.|Performance Drivers| - determine whether an employee used the appropriate steps to enable consistent performance improvement, in a given scenario.|Lesson Overview| - recognize the negative impact of destructive forces in teams which impede good service.|The Scarcity Attitude| - examine the negative results of dueling for resources.|The Lone Ranger Mentality| - use techniques for addressing non-supportive behavior, in a given scenario.|The Sink or Swim Mindset| - identify the elements of an orientation process that clearly defines team expectations.|