This program focuses on developing seasonal employee service skills for consistent delivery to customers/members/guests. It helps create a consistent service standard and provides employees with tools and techniques to help build customer satisfaction and loyalty.

Program at a Glance

Part 1: Customer Loyalty

• Why customers don’t come back
  
• Three factors that contribute to customer loyalty

Part 2: Service Commitments

• Importance of first impressions
  
• Three commitments that are basic to Service Excellence

Part 3: Interactions

• “Moments of Truth” in a customer interaction
  
• Maximizing “Moments of Truth” with each customer

Part 4: Challenges

• Three types of difficult customers
  
• 5-step communication process in pressure situations
  
• Effective ways of dealing with customer concerns

Part 5: WOW Them

• Loyalty building
  
• Going the extra mile

Who Should Attend

• Front line staff
  
• Supervisory staff
  
• Management

Session Details

• Half (1/2) day session (4 hours)
  
• Interactive format
  
• Take-away participant manual
  
• Certificate of Recognition, and lapel pin upon completion

Register today!