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THE SINGLE COMPETITIVE ADVANTAGE ANY
ORGANIZATION DEFINES FOR ITSELF IS... SERVICE.

• Situational Service: Customer Care for the Practitioner
• 4-Color Model Handout
• Pocket Reference
• Intra-net Applications

Situational Service® -- more information

The primary challenge for service providers is to meet a customer's wants, while at the same time uncovering their needs. Being able to differentiate between needs versus wants can make a world of difference between average service results and outstanding service results.

Situational Service® is grounded in common sense approaches to meet and exceed service standards. By extending the application of the Situational Leadership® Model, participants of Situational Service® will learn valuable techniques for making those moment-to-moment decisions that result in truly outstanding service. There are a variety of service styles to select from, the key is understanding which style to adapt according to the demands of each situation encountered. During this program, participants will:

• Deal with real work issues
• Focus on front-line goals
  and objectives
• Learn a common sense model to
  better apply concepts they already
  know about their customers and
  their jobs
• Gain new insights about themselves
  and the influence they have with
  customers