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

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