Leadership Institute

Service Boosters

Learning Format: Workbook Self-Study, Group Facilitation

Order No. NSP10BBK

Service providers have had their service skills training. What can you do to reinforce and refresh their skills on the job and to have them take on even more challenging service situations?

Service Boosters are learner-driven activities that help service providers focus on applying specific service skills in more advanced, challenging situations.

Do You Face Any of These Issues?

  • Do you need to focus your department on developing a specific skill set in response to a problem that has been causing a drop in customer satisfaction?
  • Do you need to keep the skills taught in Service Plus fresh and sharp to meet service challenges?

Performance Objectives

Helps Service Providers:

  • Apply service skills in more advanced, challenging situations.
  • Sharpen their service skills long after completion of formal training.
  • Plan actions that are specific to their job and organization.

Primary Competency Developed

  • Building Customer Loyalty

Service Boosters Booklet Overview

Service Boosters is a spiral-bound booklet that consists of 10 topics. Every topic has three to five activities, each of which takes 10 to 60 minutes to complete. The boosters, which can be used in team meetings or individually at any time after completion of the skills training, will help sustain the service initiative.

The Service Boosters booklet, which is packaged with the classroom and self-study Service Plus, can also be purchased separately.

The Service Booster topics are:

  • Taking Initiative to Meet or Exceed Expectations
  • Valuing Differences
  • Effective Questions Get Results
  • Listening: More Than Hearing
  • Feedback: A Matter of Give and Take
  • Dealing with the Out-of-Bounds Customer
  • Selling: A Valuable Service
  • Nonverbal Cues: True Feelings Shine Through
  • Building Internal Partnerships
  • So Many Customers, So Little Time

Video Segment Summaries

  • No video.

Details

  • Target audience: Service Plus® users.
  • Facilitator certification: DDI certification not required.
  • Prerequisites: Service Plus or similar service skills training.
  • Series: Suitable for all environments.

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