:: Instructor-led Classes

Customer F.I.R.S.T.

Course Details

Delivering exceptional, five-star service is a goal to which many organizations aspire. This level of service only exists when it is built into the culture and is a value lived out daily. The Customer F.I.R.S.T. workshop offers a game plan that attracts customers who become life-long fans of your product or service.

Who Should Attend

Anyone who wants to develop a five-star service reputation in the organization or wants to improve the existing level of service:

  • Senior leadership
  • Managers
  • Supervisors
  • Team Leads
  • For-profit or non-profit organizations

Continuing Education and Recertification Hours

  • .65 CEUs


Participants in this workshop will be able to:

  • Understand the principles involved in developing a service philosophy and a service framework.
  • Define strategy to building a strong reputation and brand for five-star service.
  • Handle customer complaints that will turn a disgruntled customer into a loyal advocate.
  • Understand and serve the 21st Consumer with greater effectiveness.
  • Learn the powerful strategy of Recovery (from mistakes).
  • F.I.R.S.T as a Service Framework.

Course Outline

I. Understanding five-star service is cultural.

  • Review results of on-line survey. Participants describe their organization’s strengths and weaknesses of current service culture.
  • Three levels of service - best and worse real-life stories from participants.
  • Participants will do a GAP analysis to determine organizational gaps as well as service gaps.
  • Present Customer F.I.R.S.T service framework. Participants will write a definition of customer service using their own organizational values.

II. The 21st Century Consumer

  • Present information on modern consumer: participants will discuss how that affects their current strategy of service.
  • Strategies, tips and techniques of handling complaints. Case studies and role play.
  • The Art of Recovery -- present information. Participants using their own organization’s service issues/reoccurring complaints will identify major areas. Working with a partner, brainstorm ideas and write a Recovery Strategy (for each partner). Present to larger group. Group will vote on most creative.

III. Wrap-Up

  • Final thoughts, concerns, questions
  • Follow-up assignment
  • Feedback/Impressions of workshop



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