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Week 1
Ground Rules / Who is the Customer?
- Agreements for our effectiveness
- Customer Identity
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Week 2
What Does the Customer Really Want?
- Customer dissatisfaction ~ the cause
- Customer perception
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Week 3
Personal Role in the Company’s Success
- Accountability
- Definition of Success
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Week 4
Understanding Human Behavior
- Learning Style Inventory
- Emotional Intelligence
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Week 5
Effective Communication
- The Art of Listening
- Effective Communication
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Week 6
Being A Team Member / Player
- Going the Extra Mile
- Being a Player in the Game
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Week 7
Cultivating Customer Loyalty – Personal Responsibility
- Marketing
- Setting Goals
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Week 8
Mastering Difficult Situations
- Handling Complaints
- Behind the Scenes
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Week 9
Estimating Your Quality of Service
- Feedback
- Competitive Advantage
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Week 10
What if…Planning the Future
- BIG Goals
- Vision of Success
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