Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service. Becoming a Customer Service Star has employees and managers evaluate their behavior in five critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.
How It Works
Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in five critical areas:
- Having a positive attitude toward customers
- Encouraging customer feedback
- Responding to customer problems
- Developing repeat relationships
- Seeking to exceed customer expectations
The Facilitator Guide provides you with the tools you need to facilitate a successful learning and development experience using Becoming a Customer Service Star. It is divided into six sections and also contains a PowerPoint® deck to support the materials, which is on an included CD-ROM.
Uses and Applications
Becoming a Customer Service Star is designed to give individuals a picture of their customer service strengths and weaknesses. It can be used as an individual analysis, a measure for personal development, a tool for building a service team, or a way to identify changes needed in policies or operating procedures. Above all else, it is a means for getting people to see the multiple opportunities available to them for improving customer service and retention.
Becoming a Customer Service Star has proven to be equally effective with people at all levels, executives and employees alike, because each person is able to identify his or her own service action plan.
By the end of this workshop, participants will:
- Create a profile of individual customer service strengths and weaknesses
- Recognize the opportunities to improve customer service and retention
- Identify an individual action plan to enhance service in the five key areas
Product Type: Assessment and workshop. The Facilitator Guide serves as an in-depth binder, designed to help trainers swiftly administer the assessment.
Target Audience: Becoming a Customer Service Star is appropriate for anyone who has contact with customers.
Measures: Customer service performance in both employees and managers.
Dimensions: Feedback skills, positivity in the workplace, communication, and customer service skills.
Time Required: 1.5 hours.
What to Order
Starter Kit: Order One Kit for Up to Five Participants & One Trainer.
Includes the Facilitator Guide and a five-pack of Paper Assessments.
Facilitator Guide: Order One Guide Per Trainer.
The Facilitator Guide makes preparation easy with comprehensive background information, workshop guidelines, and a Microsoft PowerPoint presentation. The guide also includes sample participant materials. Facilitator support materials will be available to you as a digital download link in your order confirmation.
Paper Assessment 5-Pack: Order One Pack For Up to Five Participants.
The print version is ideal for facilitators who prefer to oversee scoring and administration of the assessment if you don't know who the participants will be before the class begins, or if your learners do not have easy access to computers. It includes pressure-sensitive forms for scoring to aid manual tabulation.
Online Assessment: Order One Per Participant.
The online assessment is administered to participants through the HRDQ Assessment Center and includes personalized reporting, full-color charts, interpretive information, worksheets, and action planning. A detailed report is delivered electronically to the facilitator/administrator when complete.
* Students may purchase an online self-study version of this product.
About the Authors
Bruce R. Matza is an expert in executive leadership, staff and customer retention, and customer service. He has more than 35 years of experience with many brands and is the author and creator of Becoming a Customer Service Star, which was initially designed for Walt Disney World. He is a well-known speaker, seminar leader, and facilitator. He serves as a strategic planning facilitator and adviser.