Customer Service Program Curriculum

Week 1

Ground Rules /  Who is the Customer?
  • Agreements for our effectiveness
  • Customer Identity

Week 2

What Does the Customer Really Want?
  • Customer dissatisfaction ~ the cause
  • Customer perception

Week 3

Personal Role in the Company’s Success
  • Accountability
  • Definition of Success

Week 4

Understanding Human Behavior
  • Learning Style Inventory
  • Emotional Intelligence


Our Mission

To bring to individuals, businesses and business communities the skills, insight and perspective that come from our long experience as business owners and as executives in large enterprises. We succeed in our business only when we help you succeed in yours.

Week 5

Effective Communication
  • The Art of Listening
  • Effective Communication

Week 6

Being A Team Member / Player
  • Going the Extra Mile
  • Being a Player in the Game

Week 7

Cultivating Customer Loyalty – Personal Responsibility
  • Marketing
  • Setting Goals

Week 8

Mastering Difficult Situations
  • Handling Complaints
  • Behind the Scenes

Week 9

Estimating Your Quality of Service
  • Feedback
  • Competitive Advantage

Week 10

What if…Planning the Future
  • BIG Goals
  • Vision of Success


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Locations Served

For the best in Business Consulting & Business Coaching in Florida, contact Lane Business Coaching. We serve Brandon, Brooksville, Clearwater, Ft. Lauderdale, Fort Myers, Miami, Spring Hill, St. Petersburg & the Greater Tampa Bay areas.