How to Achieve Consistent Excellence in Customer Service

The 3 programs in this series offer real-life examples of service excellence that give you specific steps to implement in your organization.

No matter what customer service programs you currently use, this series is an effective and valuable extension.

A must have for your training library!

The Customer Service Training Series includes:

• It’s Show Time! - Multiple customer service training uses, all audiences
• Service Heroes - Multiple customer service training uses, all audiences
• Six Steps to Greatness - For managers, implementation steps

It’s Show Time! Customer Service Teamwork

It’s motivational! It’s fun to watch! It’s about customer service and attitude! It’s a best seller! It’s Showtime!

It’s Show Time is a look at customer service and corporate culture from Stew Leonard’s Dairy in Norwalk, Connecticut - which has long been recognized as a leader in service. You’ll witness how success has to do with consistent excellence, the ability to inspire hundreds of team members to show up for work everyday with a positive attitude, and a focus on creating customer experiences that bring people back.

Learning Points

• Culture Guides
• Customers Rule
• Attitude is Everything
• Workplace Fun Works
• Accept Empowerment

Service Heroes Customer Service Turnaround

Baptist Health Care is a leader in customer satisfaction. But a decade ago, it was a different story. Learn how this healthcare organization became a leader in service and a model for employee satisfaction!

Baptist Health Care ranked in the 10th percentile in customer satisfaction just a few years ago. Now they are ranked #1 in an independent survey of over 600 hospitals! Their incredible turnaround makes for one of the greatest customer service stories ever told.

At #10 on Fortune’s best workplaces list, they figured out how to be one of the most effective service providers anywhere, in any industry. Their main secret is really just common sense: everybody can make a difference, and is expected to do so. Watch how they did it and apply their lessons to your own organization!

Learning Points

• Be ready for moments of truth
• Achieve through change
• Always think "customer"
• Find a way to make a difference
• Teamwork works
• Everyone must be involved, everyone!
• Be a service hero

Six Steps to Greatness Customer Service Agenda

Go on location to Baptist Memorial Hospital and learn how they achieved their top customer service ranking!

This program introduces six of the key steps used to achieve a customer service turnaround. The content is specifically aimed at leaders with responsibility for implementing customer service strategies and attaining service improvement goals. Specific steps in the Baptist Health Care turnaround are shown, but the service lessons will apply to any organization.

Learning Points

• Create standards: achieve buy-in
• Hire and train the standards
• Get it done with teams
• Recognize service heroes
• Accept only winning attitudes
• Measure, correct, and train incessantly

Purchase Includes

• It’s Show Time! (15 Minutes)
  - Facilitator’s Guide
  - PowerPoint Presentation
• Service Heroes (15 Minutes)
  - Facilitator’s Guide
  - PowerPoint Presentation
• Six Steps to Greatness (15 Minutes)
  - Facilitator’s Guide
  - PowerPoint Presentation