Coaching for Stellar Service

1. Reaching for Stellar Service®
Training
Ensuring stellar service
takes its rightful place at Module Outline
the forefront of your efforts
to achieve business results Introduction to Stellar Service (50 minutes)
• In small groups, participants define “stellar service” based on
their experiences as customers.
• Participants complete an exercise that illustrates the effect each
customer can have on the success of an organization.
‘• The group identifies and discusses the benefits of customer
loyalty.
Delivering Stellar Service (2 hours, 20 minutes)
• Participants watch a video that illustrates negative and positive
“defining moments.”
• The facilitator introduces the three dimensions of service.
• In pairs, participants identify human, hidden, and business needs
of their customers.
• The facilitator introduces the four qualities (STAR) that
customers value in service.
• The facilitator introduces and the group discusses how
customers “grade” service.
• Participants watch a video that models the three key concepts:
defining moments, three dimensions of service, and the STAR
qualities.
• Participants complete a survey to assess their current service
practices against the STAR qualities.
Developing the 21st
century workforce TM

2. • In small groups, participants practice using the Duration: 4 hours
STAR qualities to diagnose and solve problems to
avoid service failures. Maximum group size: 15 participants
• Participants identify their internal and external Process
customers.
Participants will complete a variety of individual and
Action Planning (50 minutes) group activities, skills practices, video segments, and
large group discussions that explore the following
• In small groups, participants generate resource lists
topics:
for incorporating the STAR qualities into their
daily service actions. • What stellar service means
• Participants make a commitment to using the • Benefits of customer loyalty
STAR qualities by selecting action items and creat- • Defining moments
ing an action plan. • Three dimensions of service
Audience • The STAR qualities
All employees • Action planning
Purpose Components available
To explore the value of stellar service and the employee’s • Facilitator kit (guide, video, wallcharts, activity
role in achieving it support materials)
Payoff • Participant workbook with personal action plan and
Participants will be able to: removable job aids
• Describe what stellar service is and the challenges • Level 1 perception assessment (asynchronous PDF
of delivering it. and hardcopy)
• Discuss the benefits of customer loyalty to the • Level 2 mastery test (asynchronous PDF, hardcopy,
employee, the organization, and customers. and Web)
• Explain the importance of the employee’s role in • Level 3 behavioral assessment (asynchronous PDF,
building customer loyalty. hardcopy, and Web)
• Identify key defining moments in customer • Follow-Up Skills Practice (synchronous PDF)
interactions. • Multiple Manager-led Application Sessions
• Identify and discuss the three dimensions of (synchronous PDF)
service. • Multiple reinforcement messages (asynchronous
• Describe the four key qualities that customers PDF and hardcopy)
expect from stellar service.
• Use the four key qualities to evaluate and improve
the service they deliver.
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© 2010 AchieveGlobal, Inc. No. M01334 v1.0 (08/2010)