The Service-Oriented Attitude / Spirit of Service module includes 10 daily lessons that focus on helping service professionals develop true passion and enthusiasm for helping customers. This includes:

 

  • Knowing what a service-oriented attitude looks like.

  • Understanding the benefits of having a true spirit of service.

  • How a spirit of service will help your career, your health and your job satisfaction.

  • Understanding what triggers a negative attitude for many service professionals.

  • Specific examples of the spirit of service in action.

  • Specific steps to proactively create a positive, customer-friendly attitude.

  • Questions to ask yourself at the end of each day, to reflect t on your service attitude.

  • Effective strategies for handling adversity.

  • How to deal with negative events that are within your control.

  • How to deal with negative events you cannot control.

  • The keys to emotional proactivity.

  • Questions your service team should discuss together to define their spirit of service.

  • How to develop a customer-friendly culture throughout your organization.

  • How to maintain your positive attitude even when the customer is clearly wrong.

  • Specific standards that show your true spirit of service.

 

Note: Additional training tools and resources are available including a facilitator guide with video, PowerPoint presentations and handout masters (if you wish to conduct your own face-to-face training) and participant workbooks that can be used as a companion to live training and e-learning delivery. Contact us for more information on these additional resources.

 

  

 

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Additional Phone Skills Trainer Modules: