BACK

Situational Service:
Customer Care For
The Practitioner

Dr. Paul Hersey and
Don Brown

Learning goal: To help service providers identify their own service style and ways to adapt their style to provide exceptional customer service

Intended for: Sales or customer service staff at any level

Time required: Service-Self and Service Peer-Assessment take 12 minutes to complete each assessment form and 10 minutes to score

Format: Instrument

Situational Service goes beyond basic training. It helps service providers understand their individual service style and then diagnose the appropriate style to satisfy different customer needs. Participants learn a practical and usable model, together with techniques to help deliver exceptional customer care.

Using the Self-Assessment participants take a look at the behaviors they use when interacting with customers and how well these behaviors match customer needs. They also learn about different levels of customer readiness and how to recognize the behavioral cues associated with each level.

The Peer Assessment provides 360º feedback to help the service provider understand how his/her service behaviors are perceived by others a the extent to which they match the needs of the customer.

Situational Service—Customer Care For The Practitioner
In this book, Dr. Hersey and Don Brown provide a common sense method for understanding the customer service process and improving satisfaction levels on the front line. The book captures many real-life lessons from numerous customer service professionals and explains the Situational approach to customer care. It is an excellent resource for trainers and participants.

$24.95

Copyright © 1999, 2000, 2001, 2003  Situational Services, Inc. and The Center for Leadership Studies. All Rights Reserved.
Situational Leadership®, Situational Parenting®, Situational Selling®, and Situational Service®
are all registered trademarks of Situational Services Incorporated or The Center for Leadership Studies .