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Session 1: First Class Service Introduction
James Melton interacts with the audience to introduce the essentials of First Class Service.

Session 1a: Customer’s Bill of Rights
Encourage interaction between newly acquainted individuals.
Improve communication between co-workers.

Session 2: First Impressions
Analyze verbal and nonverbal interaction.
Learn to read yourself and others clearly.

Session 3: The Confidence Level
Develop an awareness of one’s own accomplishments.
Discover the Effect of recognition on self-concept, motivation and behavior.

Session 4: Who Are Your Customers?
Enhance one’s appreciation of themselves and others.
Interpret individual behavioral styles for customer satisfaction.

Session 5: Telephone Techniques
Enable participants to move beyond surface impressions of others.
Present techniques in speech adaptation to enhance communications.

Session 6: Games & Strategies
Encourage the use of speaking and listening styles for greatest mutual benefit.
Overcome natural tendencies to react defensively and lay blame.

Session 7: Handling Difficult People
Increase awareness that words have different meanings to different people.
Identify positive strategies for handling complaints.

Session 8: The Service Edge
Recognize the effects resulting from generalizing and stereotyping.
Sharpen participant’s perception of effective service standards.

Video DVD Set
MODULE 2002
9 Sessions

$99.95