Please download, use and customize as necessary. Resources include facilitation guides, presentation slides, activities and handouts that can be used as is, or re-mixed, for your audience.
These materials were intentionally designed by Uplifting Service to provide support to a spectrum of learners and to be flexible, recognising that people who participate in these workshops may have a variety of knowledge about customer service.
These resources are also made available in Google Docs for maximum adaptability, and licensed by Uplifting Service. All copyrights and intellectual property principles should be observed.
For further information, please email us training.admin@thti.edu.tt.
Workshop Leader Certification Programme- Resources Guide
Navigation links for all reference materials.
RESOURCES GUIDE
PREPARATION GUIDE
Uplifting Service Resources
Learning Objectives
- Develop a practical definition of service excellence
- Recognize different levels of internal and external service
- Understand why service must continuously improve
- Identify specific action steps to improve
Programme Contents
- Discover the definition of service excellence
- Understand the Six Levels of Service
- Appreciate rising customer expectations
- Discover why today’s standards are not good enough for tomorrow
- Develop team and personal action plans
Learning Objectives
- Understand how customers obtain
service value - Identify key categories where you can increase service value
- Evaluate the experience you deliver and set goals for the future
- Create plans to add more value in each category
Programme Contents
- Discover the four value categories: primary product, delivery systems, service mindset and ongoing relationships
- Recognize where customers express
what they value - Learn proven techniques to boost your performance
- Identify practical steps to add service value now
Learning Objectives
- Understand why upset customers can
be a tragedy or an opportunity, and how
your attitudes and actions will make the
difference - Recognize the three actions you must take to earn higher levels of loyalty in service recovery situations
Programme Contents
- Identify the three key steps in effective
service recovery - Learn how to bounce UP to higher levels of loyalty than ever before
- Learn how to turn angry complaints into sincere compliments
Learning Objectives
- Map the flow of your service transactions, from your customers
point of view - Identify key internal and external perception points
- Apply the Six Levels of Service to all
perception points - Create action steps to improve service
right away
Programme Contents
- Learn how to map out service transactions
- Discover how customers perceive your service
- Understand the power in ‘moments of truth’
- Identify hidden opportunities for service
excellence - Commit to specific improvements
Learning Objectives
- Learn why blame, shame and excuses
are poor responses to service problems - Discover how language impacts our service reputation
- Take personal responsibility for service
improvement with specific action plans
Programme Contents
- Identify where blame, shame and excuses exist in your organization
- Eliminate blame, feeling shame and making excuses
- Take personal responsibility to upgrade your service and uplift your service culture
Other Resources