1. Reaching for Stellar Service®
Training
Ensuring stellar service
takes its rightful place at Module Outline
the forefront of your efforts
to achieve business results Introduction to Stellar Service (50 minutes)
• In small groups, participants define “stellar service” based on
their experiences as customers.
• Participants complete an exercise that illustrates the effect each
customer can have on the success of an organization.
‘• The group identifies and discusses the benefits of customer
loyalty.
Delivering Stellar Service (2 hours, 20 minutes)
• Participants watch a video that illustrates negative and positive
“defining moments.”
• The facilitator introduces the three dimensions of service.
• In pairs, participants identify human, hidden, and business needs
of their customers.
• The facilitator introduces the four qualities (STAR) that
customers value in service.
• The facilitator introduces and the group discusses how
customers “grade” service.
• Participants watch a video that models the three key concepts:
defining moments, three dimensions of service, and the STAR
qualities.
• Participants complete a survey to assess their current service
practices against the STAR qualities.
Developing the 21st
century workforce TM