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Becoming A Customer Service Star - HRDQ

Becoming a Customer Service Star

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SKU: 0701E3FG

Becoming a Customer Service Star involves employees and managers assessing their conduct across five key service dimensions, reflecting on their service-oriented attitudes, and discovering strategies to enhance their performance in customer service.

Customer Service

Assessment and workshop

Facilitator Guide (Print) Assessment (Print or Digital)

Anyone who has contact with customers

1.5 hours


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.

Learn strategies to improve your customer service performance and become a standout employee or manager with Becoming a Customer Service Star. By evaluating your behavior and attitude in five key service areas, you'll be equipped to provide exceptional service and create memorable customer experiences.

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 available for download.

Learning outcomes

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.

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. A personalized approach for improving your customer service skills, at any level. Increase your service success and retention with clear action items and analysis of your strengths and weaknesses to impact both company policies and operating procedures.

What to order

Print 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 after your purchase.

Print Assessment 5-Pack

Order one pack for up to five participants. The print version is ideal for facilitators who prefer to oversee the 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 online assessment credit 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.

QuickStart Train-the-Trainer

QST is a convenient, one-hour virtual coaching session for first-time facilitators of this product. You'll receive personalized, one-on-one coaching with a subject matter expert who will get you up to speed quickly and accurately so you can step into the onsite with confidence. We'll answer all your questions about the facilitation of the product, and you can add additional coaching hours as needed. Your coaching session can be provided by telephone or video call and at a time of your choosing.

Facilitators will also receive an HRDQ Certificate of Completion for completing the QuickStart session.

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.

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