10 Workshops of Excellence

High energy, high content, and highly effective Service Excellence Workshops.

Uplifting Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. This suite of powerful tools enables the foundation of your superior and sustainable service culture.

This suite of powerful service improvement tools are easily customized to achieve your business objectives.

Each workshop emphasizes application to specific se vice situations ensuring new ideas are generated, new actions are taken, and new value is created.

Workshop participants apply proven techniques to:

  • solve service problems

  • handle difficult se vice situations

  • boost service performance

  • add service value

  • increase service commitment

  • build powerful and lasting partnerships

  • convert customers into loyal ambassadors

  • manage customer expectations

These workshops build a common service language among internal and external service providers enabling your team to communicate quickly and easily across a wide range of service situations. Common Service Language is the first building block to building a superior service culture.

  • The Six Levels of Service (TM)

    You can achieve the highest levels of service

    Learning Objectives

    • Develop a practical definition of service excellence

    • Recognize different levels of internal and external service

    • Understand why service must continuously improve

    • Identify specific action steps to improve

    Program Contents

    • Discover the definition of service excellence

    • Understand the Six Levels of Service

    • Appreciate rising customer expectations

    • Discover why today’s standards are not good enough for tomorrow

    • Develop team and personal action plans

  • The Four Categories of Value (TM)

    The experience your customers value

    Learning Objectives

    • Understand how customers obtain service value

    • Identify key categories where you can increase service value

    • Evaluate the experience you deliver and set goals for the future

    • Create plans to add more value in each category

    Program Contents

    • Discover the four value categories: primary product, delivery systems, service mindset and ongoing relationships

    • Recognize where customers express what they value

    • Learn proven techniques to boost your performance

    • Identify practical steps to add service value now

  • Your Perception Points (TM)

    Improving your service transactions

    Learning Objectives

    • Map the flow of your service transactions, from your customers point of view

    • Identify key internal and external perception points

    • Apply the Six Levels of Service to all perception points

    • Create action steps to improve service right away

    Program Contents

    • Learn how to map out service transactions

    • Discover how customers perceive your service

    • Understand the power in ‘moments of truth’

    • Identify hidden opportunities for service excellence

    • Commit to specific improvements

  • Take Personal Responsibility – TPR (TM)

    Taking responsibility for service

    Learning Objectives

    • Learn why blame, shame and excuses are poor responses to service problems

    • Discover how language impacts our service reputation

    • Take personal responsibility for service improvement with specific action plans

    Program Contents

    • Identify where blame, shame and excuses exist in your organization

    • Eliminate blame, feeling shame and making excuses

    • Take personal responsibility to upgrade your service and uplift your service culture

  • Building Powerful Partnerships (TM)

    When you give more, you get more

    Learning Objectives

    • Realize the key to getting what you want is helping others get what they value

    • Learn how to add more value to service partners

    • Understand how giving more leads to receiving more

    Program Contents

    • Discover how to get more of what you want from whomever you want

    • Learn to identify what other people value

    • Be proactive to add value for others

    • Create lasting success through giving better service

  • The Cycle of Service Improvement ®

    Adding value and building more trust

    Learning Objectives

    • Identify powerful partnership opportunities

    • Understand what customers want, need and value

    • Learn how to create more value through better service agreements

    • Learn four key steps to building trust with customers and colleagues

    Program Contents

    • Explore: identify priorities and values

    • Agree: create value in your service promises

    • Deliver: meet and exceed conditions of satisfaction

    • Assure: build trust by following up and following through

  • UP the Loyalty Ladder (TM)

    How to increase customer loyalty?

    Learning Objectives

    • Learn how to move your customers up the loyalty ladder

    • Discover how angry customers can damage your organization

    • Appreciate the value of loyal customers and colleagues

    Program Contents

    • Climb five steps on the loyalty ladder

    • Experience the power of first and last impressions

    • Appreciate the high value of loyal customers and service partners

    • Understand the high cost of disloyalty

    • Calculate the lifetime value of your loyal customers

  • Bounce! with Service Recovery (TM)

    How to bounce UP when things go wrong

    Learning Objectives

    • Understand why upset customers can be a tragedy or an opportunity, and how your attitudes and actions will make the difference

    • Recognize the three actions you must take to earn higher levels of loyalty in service recovery situations

    Program Contents

    • Identify the three key steps in effective service recovery

    • Learn how to bounce UP to higher levels of loyalty than ever before

    • Learn how to turn angry complaints into sincere compliments

  • Managing Customer Expectations (TM)

    Start winning from the beginning

    Learning Objectives

    • Learn how to ‘under promise and over deliver’(and when not to use this effective tactic)

    • Build goodwill by making and keeping clear service promises to customers and colleagues

    Program Contents

    • Proven tactics for managing customer expectations

    • A long-term strategy to earn goodwill with your customers and colleagues

    • Eliminate confusion and increase satisfaction with clearly stated and kept service promises

  • The Four Styles of Service (TM)

    Creating excellence in every interaction

    Learning Objectives

    • Discover The Four Styles of Service

    • Identify which styles of service are appropriate at different times

    • See where you can change your style to improve service

    Program Contents

    • Experience the Four Styles of Service in action

    • Learn which styles are best for you and your customers

    • Commit to using the best style in key service transactions