Description: The Implementation Guide includes everything you will need to present an interactive customer service training class (expandable to 4 hours with the inclusion of suggested Optional Activities) to address the following objectives:

• Recognize the characteristics of "sticky" (memorable) service
• Assess your current tendency to provide Service That Sticks!™
• Describe the effect that employee indifference has on sticky service
• Differentiate between service that is transactional and process-focused and service that is memorable and customer-focused
• Identify seven service behaviors that will make service stick
• Practice behaviors that will increase the "stickiness" of the service you provide to customers
• Propose actions you can take to make your customer service more memorable

The Implementation Guide includes a hard copy of each of the following resources as well as a CD containing an electronic copy of each file:

• Leader's Guide
• Participant's Guide
• PowerPoint presentation slides
• Optional Activities

Materials are reproducible once purchased.

Order today and begin taking steps to provide memorable service experiences to your customers!

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If for any reason you are not completely satisfied with your purchase, you may return it with a copy of your sales receipt for either an exchange or a full refund.

Hospitality Version

Target audience: Hospitality industry employees

Contains workbook examples geared toward the hospitality industry.

Retail Version

Target audience: Retail industry employees

Contains workbook examples geared toward the retail industry.