The Customer Focus - Sample Outline of Customer Service Training Program

                   Sample Outline

This is an simple example of a typical TCF workshop
series. Much of this content is also covered in the One
Day Workshop. The customer service training
workshops are customized to our clients' needs. Feel
fee to call us regarding questions about specific
content and customization options.

Session One:
·        Open
·        TCF in Action
·        Five Levels of Service
·        Moments of Truth Concept
·        Moments of Truth Count
·        Moments of Magic™ Concept
·        Moments of Magic™ Activity
·        Re-Focus
·        Countdown to Session Two

Session Two
·        TCF in Action
·        Why Should I Do Business With Me?
·        Moments of Misery™
·        Re-Focus
·        Moments of Misery™ Cards
·        ProfileMyStyle™
·        Countdown to Session Three

Session Three
·        TCF in Action
·        ProfileMyStyle™: Behavior Style Overview
·        ProfileMyStyle™: Identify Behavior Styles
·        ProfileMyStyle™: Adapt to Other Styles
·        Understanding Internal Service
·        Moments of Innovation™
·        Re-Focus
·        Countdown to Session Four

Session Four
·        TCF in Action
·        Creating a Demanding Customer
·        Creating a Complaining Customer
·        Sustaining a Moments of Magic™ Organization
·        Re-Focus

"Motivate employees,
train them, care about
them, and make
winners of them. At
Marriott we know that
if we treat our
employees correctly,
they'll treat the
customers right. And if
the customers are
treated right, they'll
come back."
-- Bill Marriott, Jr.
CEO, Marriott Hotels

"Some industry experts
have said that the bar
for customer service is
so low that all you have
to do is meet basic
commitments. Come
on! We can do better
than that!"
-- Shep Hyken
The Customer Focus™

"Customer satisfaction
is the key to long-term
profitability - and
keeping the customer
happy is EVERBODY'S
business. "
-- Milind M. Lele