The Service Excellence Zone
Excellence is contagious - spread some today.
The content in The Zone is spread across 12 months and you can start in any month but for ease and maximum value, we recommend following the 12 month schedule.
Remember: If your team/business do not use the term ‘customers’ or sell products, simply adjust the terms and acitivities to suit your goals.
Step One - Choose the month you would like to start and view the content.
Step Two - Consider how/when staff view and do ie: monthly team meetings, morning motivators, mid week inspirations or inducting new staff.
Step Three - Download the Action Template (on the left of that month).
The Action Template helps you measure success and is evidence of continuous improvement in customer service and team work. Use the records when applying for business awards, in performance reviews or as confirmation of your dedication to meeting (or exceeding) industry standards.
DON’T FORGET: Show your customers how much you value them by sharing some behind the scenes snaps ie: take photos of your team watching the videos or planning the month’s activites and post them on social media.
Be loud and proud - show how your business/team helps staff, help customers.
January
Jump Start
Video
DEFINING SERVICE EXCELLENCE
Video Support Notes
Practical Activity
February
Focus
Video
FACE TO FACE SERVICE EXCELLENCE
Video Support Notes
Practical Activity
March
Motivation
Video
MOTIVATION
Video Support Notes
Practical Activity
April
Analysis
Video
THE 3 P's CUSTOMERS ASSESS
Video Support Notes
Practical Activity
May
Mindfulness
Video
LOOKING AFTER YOU
Video Support Notes
Practical Activity
June
Juggling
Video
THE PROFESSIONAL HANDOVER
Video Support Notes
Practical Activity
July
Job Satisfaction
Video
DEALING WITH DIFFICULT CUSTOMERS
Video Support Notes
Practical Activity
August
Awareness
Video
UNDERSTANDING YOUR CUSTOMERS
Video Support Notes
Practical Activity
September
Service Skills
Video
TELEPHONE SERVICE EXCELLENCE
Video Support Notes
Practical Activity
October
Objections
Video
HANDLING COMPLAINTS
Video Support Notes
Practical Activity
November
No Excuses
Video
PROFESSIONAL PRESENTATION
Video Support Notes
Practical Activity
December
Dedication
Video
CELEBRATING DEDICATION
Video Support Notes
Practical Activity
Special Offers
Some of your team will gain value from the Video content, others may prefer the Practical Activites and there will be those who find reading the best way to gain knowledge and inspiration. Cate Schreck’s book “The A - Z of Service Excellence” is for them.
As a member of The Service Excellence Zone, your Business is eligible for discounted hard copies.
Use the CODE: ZONEMEMBER at the checkout for a 50% discount
AUDIO and EBOOK VERSIONS AVAILABLE
“Cate’s personality shines through in this smart, easy to read book. The format allows you to pick it up and flick to any section, any time. A serious topic with a humorous, practical and personal tone.”
Please contact Lightbulb Training Solutions if you have any questions.