Course curriculum

  • 1

    Client Service Behaviors, as Practiced by World-class Service Providers - The Kindness Revolution by Ed Horrell

    • Introduction

    • Check how you Greet your Customers

    • Use your Client's Name

    • Practice Active Listening

    • Survey: 1-3

    • Make Eye Contact

    • Find out What is Important to your Client

    • Always say, “Thank you” and “My pleasure.”

    • Survey: 4-6

    • Practice Nondefensive Behavior.

    • Pay Attention to your Telephone Etiquette.

    • Celebrate the differences.

    • Survey: 7-9

    • Remember that Every Job is Important.

    • If You See a Problem, Fix It.

    • Cleanliness Reflects Care.

    • Survey: 10-12

    • If you are in Management, you are Being Observed.

    • You are Your Company.

    • Your Employees can Make it Better.

    • Survey: 13-15