Your Role in Delivering Excellent Service
customers occurs both internally and externally of the organization.
Understanding one's own behavior and the effect it has on others can
help to identify and practice dealing with conflict and problems that
may arise. The module addresses the following service skills essential
to providing high quality service to "customers".
This module is designed for all employees who provide service to
external customers and internal co-workers.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
- Discussion on techniques for team
- Exercises and presentations
- Practice sessions and role plays
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Identify key factors influencing
Identify the impact of service
quality on ROI.
- Explain the impact
of the Service-Profit Chain on profitability.
- Explain the impact
of internal service quality on cost reduction.
- Identify ways to deliver
excellent service in their business units.
Merit Training Corporation