This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service.

More about the Service Pro Program

Now you can create an organization of "Service Pros"—and build a competitive advantage—quickly and cost-effectively.

Looking for an effective, entertaining and efficient way to teach employees and leaders the critical elements for building an outstanding service reputation? Look no further.

The comprehensive Service Pro program is everything you ever wanted in a service training program—and much more. It provides meaningful content . . . compelling interactivity . . . award-winning video segments . . . and a concentrated learning format. All at a price that makes it the best value in the market today.

Finally . . . service training that makes a difference. If you don’t already have an organization of Service Pros, get and implement this cutting-edge training program—before your competition does. Why? Because Service Pros truly care that the customer has a great experience. They’re passionate about being the best they can be with customers. They’ll earn repeat business . . . drive in valuable referrals . . . enhance your industry reputation.

With the Service Pro program, you have everything you need to build a Service Pro culture in your organization:

Train your employees on the front-line with The Service Pro: Better, Faster and Different
Train your leaders who have service responsibilities with The Service Pro: Service Leadership
Reinforce employee and leader training or provide a great self-study tool with the book The Service Pro: Creating Better, Faster, and Different Customer
Experiences
Service Pro packs more meaningful learning into less time than any other training program.
The Service Pro program uses customer situations, combined with the latest customer research, to explore the best ways to treat customers. The common-sense content will impact the beliefs and attitudes of individuals—and dramatically increase their knowledge base.

The program consists of five basic training modules and one supplementary module, along with a step-by-step Facilitator’s Guide with instructions for running each module. The modules include the following:

Why Service?
Choices, Choices, Choices
Lose Customer Loyalty . . . Lose Revenue!
For Yourself!

Be the Customer!
Think Like a Customer
Service vs. "Services"
Customer Impression Points

Brilliant at the Basics
The Basic Promise
Personal Attributes
Listen, Listen, Listen
Wow! . . . Beyond the Basics
Story Creation
"Added Value" Points
"Better, Faster, and Different"

Remarkable Recovery
Complaints as Opportunities
Recovery Sins
Recovery That Counts

Also Consider - The Service Pro program. It comes with all the tools you need to succeed—including a dramatic video, useful customer service stories, exercises, appendices and more. Just plug and play and you’re on your way.