This document outlines an ongoing customer service training program with the objectives of continually escalating employee performance and increasing the quality of the customer experience. The training focuses on three major elements: self improvement, process improvement, and service improvement. Each 60 minute presentation contains segments on a self improvement topic, an interactive workshop on process improvement ideas, and an interactive workshop on customer service experience improvement ideas. The expected results are increased employee performance, improved customer satisfaction, a unique customer experience, increased sales, and increased profit margins.

1. RICA CUSTOMER SERVICE

2. OBJECTIVES
 To provide businesses with an ongoing customer
service training program that will continually
escalate employee performance expectations.
 The objective of each training session is to
provide the tools and training necessary to
measurably increase the quality of the customer
experience and ultimately increase sales/profits.

3. PRESENTATION
 This training program will focus on three major
elements of a holistic performance enhancing
training program as follows:
 Self Improvement
 Process Improvement
 Service Improvement

4. MOTTO
“We will always improve who we are,
what we do and how we serve.”
 Improving who we are, is “Self Improvement”
 Improving what we do, is “Process Improvement”
 Improving how we serve, is “Service Improvement”

5. STRUCTURE
 Each presentation will contain three segments
and will last approximately 60 minutes.
 The first segment will feature a thought
provoking and inspirational Self Improvement
topic.
 The next segment will be an interactive work
shop to discuss ideas for Process improvement.
 The last segment will also be an interactive work
shop format to discuss ideas for Customer
Service and Experience Improvement.

6. RESULTS
 Increase employee performance expectations.
 Improve employee morale.
 Improve customer satisfaction.
 Deliver a unique customer experience.
 Increase sales.
 Increase profit margins.

7. OPEN DISCUSSION
 Are there any details of this presentation that
you would like to discuss in further detail?
 Self Improvement
 Process Improvement
 Service Improvement
 Do you have any other questions or thoughts?

8. RICA CUSTOMER SERVICE
By Regina Abdalla Medeiros
RICA©2007