Service!™

This eight-hour training course will instruct students on providing exceptional customer service with every individual they come into contact with. Service!™ is delivered in a multi-media format in that students will learn from student manuals, participate in Trainer led exercises through PowerPoint  and other computer projection presentations as well as review of course videos.

There are five core modules in Service!™:

1. Demonstrating Performance!™ Skills

• Demonstrate a positive attitude

• Maintain a professional appearance

• Demonstrate a professional attitude

• Be knowledgeable

• Demonstrate a personal commitment to excellence

• Manage time

2. Communicating Effectively and Efficiently

• Identify the three components of communication

• Use listening skills to determine what the customer wants

• Answer the telephone

• Give and receive constructive feedback

• Communicate between departments

3. Building Relationships

• Be co-operative

• Provide personal leadership

• Be friendly

• Show respect

• Be understanding

4. Providing Exceptional Service!

• Welcome the customer

• Determine customer’s needs

• Show that they care

• Be informative

• Describe their employer’s products and services

• Know about laws, regulations, policies and procedures

• Respond to potential legal situations

5. Handling Difficult Situations Immediately

• Follow the steps for handling difficult situations

• Ask for assistance when required

• Be a proactive problem solver

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Service!Plus is a division of the Propane Training Institute of Canada

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