At Your Service is team-oriented customer service training system that will help any department, business unit, or organization to understand and surpass its customers' expectations.
The System contains six modules: Service Feedback, Service Strategy, Service Delivery, Service Recovery, Service Standards, and Service Challenges.
Trainer's guides for each module, Lesson Plans, a Team Assessment, a 30-minute videotape, set of Participant Workbooks, and a zippered tote bag.
Module 1 : Service Feedback
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Inventorying Your Data
Chapter 4 : Assertively Soliciting Feedback
Chapter 5 : Dramatic Listening
Chapter 6 : Lavish Understanding
Chapter 7 : Action Steps
Chapter 8 : Reference Summary
Chapter 9 : Bridge Activity
Chapter 10 : The Appendices
Chapter 11 : Resources
Module 2 : Service Strategy
Chapter 1 : Team Prework
Chapter 2 : Individual Prework
Chapter 3 : Getting Started
Chapter 4 : A Personal Vision of Service
Chapter 5 : What is A Service Strategy
Chapter 6 : Service Strategy Models
Chapter 7 : Drafting A Service Strategy
Chapter 8 : Making It A Reality
Chapter 9 : Reference Summary
Chapter 10 : Bridge Activity
Chapter 11 : Resources
Module 3 : Service Delivery
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Understanding The Service Delivery System
Chapter 4 : The Inspection of The Service Auditor
Chapter 5 : The Invention of The Service Magician
Chapter 6 : The Protection of The Service Steward
Chapter 7 : Action Plan
Chapter 8 : Reference Summary
Chapter 9 : Bridge Activity
Chapter 10 : Resources
Module 4 : Service Recovery
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Understanding Service Recovery
Chapter 4 : What Customers Expect in Service Recovery
Chapter 5 : Planning for Difficult Customer Complaints
Chapter 6 : Planning for Responsible Consistency
Chapter 7 : Action Planning
Chapter 8 : The Appendices
Chapter 9 : Resources
Module 5 : Service Standards
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Understanding Service Standards
Chapter 4 : Drafting Service Standards
Chapter 5 : Cuing At Your Service
Chapter 6 : Action Steps
Chapter 7 : Resources
Module 6 : Service Challenges
Chapter 1 : Prework
Chapter 2 : Getting Started
Chapter 3 : Coping with Service Burnout
Chapter 4 : Dealing with Change
Chapter 5 : Celebrating Excellence
Chapter 6 : Resources
