Dazzling Your Customers

1. Dazzling Your Customers®
Training
Ensuring stellar service
takes its rightful place at Module Outline
the forefront of your efforts
to achieve business results The Essence of Dazzling (40 minutes)
• Participants watch a video that shows a variety of service
interactions in which an employee dazzles a customer.
• Participants discuss what “dazzling” means and how it is
different from providing good service.
How to Dazzle (1 hour, 10 minutes)
• The facilitator introduces three criteria that must be met in
order for an action to be dazzling.
• The group analyzes visual examples of “dazzling” actions to
determine if they meet the three criteria.
• The facilitator introduces three steps for dazzling customers.
• Participants watch a video that illustrates the dazzling steps in
action.
• In pairs, participants practice applying the dazzling steps given
three case scenarios.
Opportunities to Dazzle (1 hour, 30 minutes)
• The group reviews four common challenging service
interactions.
• In groups, participants prepare a “news story” that presents an
example of taking a dazzling action in a challenging situation
from their work environments, focusing on tips appropriate for
the type of challenging situation.
Developing the 21st
century workforce TM

2. • The group reviews five common and routine service Duration: 4 hours
interactions.
Maximum group size: 15 participants
• In groups, participants brainstorm actions they can
take to dazzle customers in their own work Process
environments during routine interactions. Participants will complete a variety of individual and
• The groups share their lists. group activities, skills practices, video segments, and
• The group discusses how to balance the needs of large group discussions that explore the following:
the customer and organization when deciding on • Dazzling Criteria
taking action to dazzle customers. • Three dazzling steps
Action Planning (15 minutes) 1. Spot an opportunity to dazzle.
• Participants make a commitment to dazzle cus- 2. Consider the possibilities.
tomers by setting goals and creating an action plan. 3. Offer the dazzling action.
• Dazzling in challenging situations
Audience
All employees • Dazzling in routine situations
• Action planning
Purpose
To enhance the ability of employees to make customers Components available
feel special and valued, thereby creating experiences so
• Facilitator kit (guide, video, wallcharts, activity
surprisingly positive and memorable that customers will
support materials)
tell others about them, and will want to sustain and
build their relationships with the organization • Participant workbook with personal action plan and
removable job aids
Payoff • Level 1 perception assessment (asynchronous PDF
Participants will learn to: and hardcopy)
• Define dazzling service. • Level 2 mastery test (asynchronous PDF, hardcopy,
• Explain how dazzling service contributes to and Web)
customer loyalty. • Level 3 behavioral assessment (asynchronous PDF,
• Recognize opportunities to deliver dazzling service hardcopy, and Web)
in challenging and routine interactions. • Follow-Up Skills Practice (synchronous PDF)
• Generate a variety of options for delivering dazzling • Multiple Manager-led Application Sessions
service to their customers. (synchronous PDF)
• Select dazzling actions that are appropriate and • Multiple reinforcement messages (asynchronous
meaningful to individual customers. PDF and hardcopy)
• Offer dazzling actions in a way that builds rapport
and creates positive defining moments .
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© 2010 AchieveGlobal, Inc. No. M01340 v1.0 (08/2010)