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Leadership Series
  Coaching for Success
  Creating High
Performing Teams
  Lead Like Jesus
  Making Meetings Work
  Mentoring for Success
Professional Series
  Achieving Time Mastery
  Building Professional Communication Skills
  High Impact
Presentation Skills
  World Class Service
  DiSC® Profile Certifications

& Seminars

Who Should Attend
Anyone in a position that serves the customer directly, whether external or internal customers.  Also those who manage customer service representatives.
How You Will Benefit

Participants in this program will:

  • Explore the characteristics of good customer service
  • Determine how to satisfy customer needs and build effective relationships with customers
  • Discover individual service styles and how to maximize strengths
  • Develop the communication skills that lead to good service
  • Learn how to say “no” professionally
  • Practice techniques for handling difficult customers
  • Discuss and refine a successful customer service strategy
Take Aways
  • World Class Service Participant Manual
  • DiSC® Behavioral Style Profile
  • People Reading Card
  • Service Action Plan


World Class Service
A Customer Service Program that Delivers Results

World Class Service is a skill-building program designed to develop customer service competencies that meet the service needs of external and internal customers.  Through DVD examples, individual exercises, and small group activities, participants will learn how to deliver world class service.  

World Class Service will help participants develop customer-focused attitudes and behaviors that enable them to deliver world class service. Customer satisfaction is directly related to positive interactions customers have with your employees.


Participants will:

  • Discover the keys to world class service
  • Distinguish between customer satisfaction and loyalty
  • Recognize behavioral strengths and limitations
  • Discover how to “people read” – recognize others’ styles
  • Adapt personal behavior to meet customer needs
  • Practice effective communication techniques
  • Handle and diffuse angry customers

World Class Service is a customizable 15 hour workshop designed to teach customer service representatives how to deliver world class service.

Course Content Outline:

Module I:  World Class Service
Attitudes of World Class Service
Customer Satisfaction vs. Customer Loyalty
Moments of Truth
The Lifetime Value of a Customer

Module II:  Personality Styles and Customer Interactions

Understanding Your Behavioral Style
Your Strengths and Weaknesses
Learning the DiSC® Personality Model
Reading Your Customer’s Style, and Adapting Your Style to Meet
Customer Needs

Module III:  The CARE Model, Part One

Connect, Ask/Listen
The CARE Assessment
First Impressions Count
Determining Customer Needs through Asking/Listening
Sharpening Communication Skills

Module IV:  The CARE Model, Part Two

Relate, Emphasize
Focus on the Customer, Not Organizational Processes
Emphasize What You CAN Do
Dealing with Difficult Clients
Handling the Angry Customer

Module V:  Putting It All Together

5 Ways to Be EDB (Easy to Do Business With)
Following Through with the CARE Model
Create a Customer Service Mission Statement
Action Planning for Future Success