Delivering Knock Your Socks Off Service^®

^{One Day Seminar Course Outline}

^{Course Agenda}

Topic	Estimated Time
Module 1: The Importance of Customer Focus
Introductions     Discussion	20 minutes
The Customer Service Environment     Lecture/Discussion	10 minutes
The Value of Customer Retention     Activity, Lecture/Discussion, Activity	30 minutes
Estimated Time Total =	60 minutes

Module 2: Creating Positive Customer Impact
The R.A.T.E.R. Model     Lecture/Discussion, Activity	40 minutes
How and When to Say No     Lecture/Discussion/Video, Activity	20 minutes
Break	15 minutes
Estimated Time Total =	75 minutes

Module 3: The Power of Service Recovery
Defining Service Recovery     Lecture/Discussion, Activity/Discussion	35 minutes
Service Recovery Process     Lecture/Discussion, Video, Activity	30 minutes
Applying the Service Recovery Process to My Challenges     Activity (10 minutes)     Lunch (60 minutes)     Activity (45 minutes)	55 minutes
Estimated Time Total =	120 minutes

Module 4: Dealing With Difficult and Upset Customers
Identifying Upset Customers     Lecture/Discussion	10 minutes
Defining Tough Customer Situations     Lecture/Discussion	10 minutes
Determining a Response to Your Toughest Customer Situation     Activity	40 minutes
Break	15 minutes
Estimated Time Total =	75 minutes

Module 5: Managing the Customer From Hell®
Types of Customers From Hell     Lecture/Discussion	15 minutes
Handling Customers From Hell     Activity	45 minutes
Estimated Time Total =	60 minutes

Module 6: Mastering the Art of Calm
Stress Reducers     Discussion/Activities	20 minutes
Conclusion     Discussion	10 minutes
Estimated Time Total =	30 minutes