Coaching for Stellar Service
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Coaching for Stellar Service



Coaching for Stellar Service

Coaching for Stellar Service



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    Coaching for Stellar Service Coaching for Stellar Service Document Transcript

    • Reaching for Stellar Service® TrainingEnsuring stellar servicetakes its rightful place at Module Outlinethe forefront of your effortsto achieve business results Introduction to Stellar Service (50 minutes) • In small groups, participants define “stellar service” based on their experiences as customers. • Participants complete an exercise that illustrates the effect each customer can have on the success of an organization. ‘• The group identifies and discusses the benefits of customer loyalty. Delivering Stellar Service (2 hours, 20 minutes) • Participants watch a video that illustrates negative and positive “defining moments.” • The facilitator introduces the three dimensions of service. • In pairs, participants identify human, hidden, and business needs of their customers. • The facilitator introduces the four qualities (STAR) that customers value in service. • The facilitator introduces and the group discusses how customers “grade” service. • Participants watch a video that models the three key concepts: defining moments, three dimensions of service, and the STAR qualities. • Participants complete a survey to assess their current service practices against the STAR qualities. Developing the 21st century workforce TM
    • • In small groups, participants practice using the Duration: 4 hours STAR qualities to diagnose and solve problems to avoid service failures. Maximum group size: 15 participants• Participants identify their internal and external Process customers. Participants will complete a variety of individual andAction Planning (50 minutes) group activities, skills practices, video segments, and large group discussions that explore the following• In small groups, participants generate resource lists topics: for incorporating the STAR qualities into their daily service actions. • What stellar service means• Participants make a commitment to using the • Benefits of customer loyalty STAR qualities by selecting action items and creat- • Defining moments ing an action plan. • Three dimensions of serviceAudience • The STAR qualitiesAll employees • Action planningPurpose Components availableTo explore the value of stellar service and the employee’s • Facilitator kit (guide, video, wallcharts, activityrole in achieving it support materials)Payoff • Participant workbook with personal action plan andParticipants will be able to: removable job aids• Describe what stellar service is and the challenges • Level 1 perception assessment (asynchronous PDF of delivering it. and hardcopy)• Discuss the benefits of customer loyalty to the • Level 2 mastery test (asynchronous PDF, hardcopy, employee, the organization, and customers. and Web)• Explain the importance of the employee’s role in • Level 3 behavioral assessment (asynchronous PDF, building customer loyalty. hardcopy, and Web)• Identify key defining moments in customer • Follow-Up Skills Practice (synchronous PDF) interactions. • Multiple Manager-led Application Sessions• Identify and discuss the three dimensions of (synchronous PDF) service. • Multiple reinforcement messages (asynchronous• Describe the four key qualities that customers PDF and hardcopy) expect from stellar service.• Use the four key qualities to evaluate and improve the service they deliver. World Headquarters 8875 Hidden River Parkway, Suite 400 Tampa, Florida 33637 USA Toll Free: 800.456.9390 © 2010 AchieveGlobal, Inc. No. M01334 v1.0 (08/2010)