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Your Role in Delivering Excellent Service

Supporting 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".
  • Attitude
  • Appearance
  • Efficiency
  • Knowledge
  • Communication

This module is designed for all employees who provide service to external customers and internal co-workers.

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 problems
  • Discussion on techniques for team development
  • 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 components include:
  • 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.


By the end of this module, the participants will be able to:

  1. Identify key factors influencing profitability.
  2. Identify the impact of service quality on ROI.
  3. Explain the impact of the Service-Profit Chain on profitability.
  4. Explain the impact of internal service quality on cost reduction.
  5. Identify ways to deliver excellent service in their business units.

Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com


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