|
Frontline
Service Rick Tate & Sam Shriver |
Now you can take advantage of the same service training program used by Disney World, AT&T, Marriott, and hundreds of other companies whose success depends on exceptional service. This new edition of Frontline Service presents a framework for improving service where it really counts-at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their services, both inside and outside their organizations.
The program includes presentations, discussions, and application activities to help participants:
- Understand why service plays such a crucial role in today's competitive marketplace
- Use natural skills and knowledge to create unique opportunities for the organization
- Recover from potentially disastrous situations and retain those customers for life
Frontline Service Special Package
-
1 Leader's Guide (175 pages / 3-Ring Binder)
- Case studies
- Outlines for 1 or 2-day training programs
- Overheads in Microsoft PowerPoint
Includes:
Frontline Service Special Package
Additional Participant Workbooks / 78 pp
Additional Leader's Guides / 175 pp / 3-ring Binder - After 1st set buy.
Public sector Version Also Available
A special version of Frontline Service has been adapted for government agencies and public sector organizations. Call +61 3 9443 7222 for more information and a preview copy
Add impact to your presentations with Frontline Service Videos!
See Frontline Service developers Rick Tate and Sam Shriver deliver compelling customer service stories and present key customer service concepts. These dynamic video seminars are ideal for train-the-trainer sessions or can be used to enhance your training with frontline employees. - Sold in NTSC format only.
Preview video / $50 refundable against full program purchase.
1. Why Service and What Is It?
is an introductory module which defines the basic elements involved in providing quality service.
20 minutes
2. Service is Inside Out
outlines the importance of internal customer service to overall customer satisfaction.
20 minutes
3. Create Uniqueness
discusses the importance of continuously striving to become better, faster, and different.
20 minutes
4. Pay Attention: The Customer's Perception Counts
demonstrates the importance of seeing things from the customer's point of view.
20 minutes
5. Recovery: Handling Complaints
shows creative ways of turning problem situations into opportunities for creating a positive service reputation.
20 minutes
All five videos - Price on Application Phone/Fax for Details.
