Delivering Knock Your Socks Off Service^®

^{Half-Day Seminar Course Outline}

^{Course Agenda}

Topic	Estimated Time
Module 1: The Importance of Customer Focus
The Customer Service Environment     Where have we been, what is it now     – your situation	10 minutes
The Value of Customer Retention     Identifying Internal/External Customers     Customer Evaluation Formula     Customer Retention Grid: Identifying Advocate, Loyal,     At-Risk Customers	30 minutes
Estimated Time Total =	40 minutes

Module 2: Creating Positive Customer Impact
Moments of Truth     Identifying Moments of Truth in my Work Situation	10 minutes
The R.A.T.E.R. Model     Lecture/Discussion, Activity     Customer Expectations: Reliability, Assurance,     Tangibles, Empathy, Responsiveness     Translating Customer Expectations to my Work	40 minutes
Rules Are Meant to Be Broken     Red Rules and Blue Rules    Identifying Rules in My Work	10 minutes
Break	15 minutes
Estimated Time Total =	75 minutes

Module 3: Communicating With Customers
Seeing Things from the Customer’s Viewpoint     Empathy vs. Sympathy	15 minutes
Asking Intelligent Questions/Listen Aggressively     Types of Questions    Practice Questioning/Listening	15 minutes
Phrasing Responses in a Positive Way     Winning Words and Soothing Phrases     Practice Saying the Right Thing	30 minutes
Reading Nonverbal Cues     Identifying Nonverbal Cues	10 minutes
Emails That Make the Point     Guidelines for Great Emails	5 minutes
How and When to Say No Don’t Assume You Can’t Find an Alternative Focus on the Positive Re-Write Responses	30 minutes
Estimated Time Total =	105 minutes

Module 4: Mastering the Art of Calm
Stress Reducers     Discussion/Activities	10 minutes
Conclusion     Discussion	5 minutes
Estimated Time Total =	15 minutes