Program 1: So Help Me Employee Edition illustrates realistic customer service problems that can frustrate both customers and employees. See solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customers outside your department, actively listening, treating every customer as your own, and defining customer needs.

Program 2: So HELP Me Supervisor Edition shows you the direct connection between a supervisor’s behavior and the way employees treat customers. When employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.

Key Learning Points

• Work with policy to solve problems
• Take the time to really listen
• Treat every customer as your own customer
• Help customers define their needs
• Tell people what they’re doing right
• Focus on people, rather than numbers
• Turn mistakes into opportunities for growth

This program is available in Spanish.