Service Plus® Module Options

Keys to Service

The Service Success Loop shows the benefits to the organization and service providers for superior levels of customer satisfaction and loyalty. Discover that customers have personal and practical needs and that recognizing personal needs elevates good service to outstanding service. Use the Key Principles to cement relationships with customers and keep them loyal. You will learn how feedback on your job performance helps hone skills and how sharing feedback with internal partners creates a web of learning that strengthens service cultures.

Steps to Service

Practice using a four-step process to meet practical needs. See how achieving the right balance of Key Principles and Service Steps is critical to ensuring superior service every day, because some customers emphasize their practical needs while others emphasize their personal needs.

Extraordinary Service Opportunities

Use Taking the HEAT as a process to turn dissatisfied, angry customers into satisfied, loyal ones. Discern between talkers, who complain about poor service, and walkers, who don’t complain but become ex-customers unless service providers intervene. Strategies to uncover and remedy walkers’ dissatisfaction are shared. Learners calculate the financial impact of one unhappy customer to see how an “I can afford to lose this one” attitude damages profitability.

Service Boosters

These mini-learning activities on 10 topics are good skill developers and refreshers to be done individually or with a partner or group back on the job. Topics include: Taking Initiative; Effective Questions Get Results; Listening: More Than Hearing; and Selling: A Valuable Service.