Blazing Service™ Module Descriptions
Each module listed below is designed to be delivered in a two-hour face-to-face classroom environment, or in a 90-minute web conference virtual classroom environment.
Part I
Module 1: Blazing the Service Path
- Identify your personal service style and quality
- Describe the blazing customer experience
- Avoid the smoldering customer experience
Module 2: Thinking Like Your Customer
- Internalize your organization’s customer service markers
- Manage the customer’s expectations and experience
- Engage customer loyalty with Blazing Service
Module 3: Winning Customer Hearts and Minds
- Provide appropriate empathy to customers
- Recognize customer types and needs
- Apply the seven behaviors that engage customers
Part II
Module 4: Solving Customer Problems
- “Own” the problem and the solution
- Apply a 5-step model to resolve customer issues
- Give options to engage customer satisfaction
Module 5: Handling the Heat
- Defuse customer anger
- Manage your emotions in the face of unreasonable demands
- Transform heated emotions to resolved problems
Module 6: Fixing the Systems
- Identify system issues that require attention
- Communicate issues without blame or judgment
- Recommend service enhancements