Service Essentials™ Reinforcement Modules
This program’s 25 modules are designed so that your managers can conduct them at their regular meetings. The following are a few examples of the modules your organization may require.
Attitude of service excellence
Discover the connection between how learners feel when receiving good and bad customer service and how their customers feel.
Identifying customer needs
Explore how to identify customer needs for both the internal and external customer.
Tone of voice
Help your employees perfect their tone of voice and customize their tone based on the customers’ needs.
Handling angry customers
Give learners a simple process to professionally handle difficult situations without taking customers’ anger personally.
Service recovery
Identify how to turn disappointed customers into delighted customers.
Linking to your organization’s vision
Make the connection – how do you bring the organizations vision to life through your daily work? This mini-module shows you how.
Thoughtful body language
Practice demonstrating good body language when communicating face-to-face with customers.
Positive word choice
Understand some words are fight-starters and some are bridges of speech. Learn the word choices to stay away from and practice the words that delight customers.
How to say “No”
Teach users how to say ‘no’ when the answer is not ‘yes.’
Exceeding expectations
Focus on opportunities to exceed expectations so customers speak highly of your business to others.
