Levels of Learning
from the Service Impact!™ Series

The customer service field guide: discover how to identify and work with different types of customers and co-workers!

A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In part 1, Carlos is an experienced rep – he knows the product backwards and forwards, and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled, but doesn’t realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn’t know the product – filling her with anxiety. So when Justine calls Carlos, he’s frustrated and Justine receives no useful help. Carlos’s co-worker Stacey, in contrast, is an unconscious incompetent: she’s clueless and doesn’t know it. So when a customer calls, she flippantly admits she doesn’t how to help him – making herself and the company look bad.

In part 2, Angela is an experienced rep, patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble – which makes him anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn’t know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn’t know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.

Learning Points

• Learn how to recognize the competency and skill of customers
• Learn how to recognize the competency and skill of co-workers
• Know when customers or co-workers are conscious – or unconscious - of their skill level
• Be better able to help customers, based on skill level
• Be better able to help co-workers, based on skill level

• Easy-to-use – includes facilitators manual designed by service experts
• Highly engaging – quick-paced, lifelike scenario gains and retains attention
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, refreshers and more

Program Contents

• DVD (Broadcast-quality, filmed in HD with professional cast and crew)
• Facilitators guide on CD-ROM:

• • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre and Post-Training Assessment

Program Length 5:31 minutes

* See Other Programs in this Series

• Credibility Through Honesty
• Cross-Cultural Communication
• Dimensions of Service
• The Angry Customer

Click on the above titles for individual descriptions and immediate access to online full-version previews!

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