Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.

There are 8 modules in the series, the first two are for Managers, 3 and 4 for supervisors and the
remaining 4 modules for front line staff.

Exceptional service must start with senior managers.
Module 1. Service leadership involves
staying in touch with customers
creating a ‘service culture’
leading by example
gaining staff commitment.
This module covers the role senior managers must play to ensure that their organisation provides
excellent service.

Target Audience
This module has been designed to meet the needs of senior managers. It may also be relevant to
some middle managers, particularly if they are at branch or department head level.

Accompanying Videos
IT STARTS AT THE TOP 21 minutes
STAYING IN TOUCH 15 minutes


Module 2. Getting organised to serve.
This module outlines how organisations can get their ‘service mix’ right by:
overhauling internal systems
removing service barriers
streamlining organisational structures and functions
motivating staff to serve.

Target Audience
This module has been designed to meet the needs of senior managers. It may also be relevant to
some middle managers at department head level.

Accompanying Videos
THE SERVICE MIX 16 minutes
INSIDE WORKINGS 24 minutes

Module 3. Selecting for service
This Module Covers
the selection criteria relevant to all service jobs....what to look for
the selection tools most suitable for assessing job applicants for service positions.... how
to find it.

Target Audience
This module has been designed to meet the needs of personnel officers, supervisors of service
staff and any others involved in the recruitment and selection of service personnel.

Accompanying Videos
WHAT TO LOOK FOR 9 minutes
HOW TO FIND IT 26 minutes


Module 4. Supervising for service.
The supervisor of frontline service staff performs a vital role. It is the supervisor, more than any
other person in an organisation, who is aware of the day-to-day dealings that service staff have
with customers and clients.

This Module
highlights the importance of the role and functions of the supervisor
sets out, in clears steps, how supervisors can train their staff to achieve high performance
levels
explains how supervisors can improve the performance of poor staff.

It will help supervisors to develop the skills they need to ensure that their frontline staff are
providing excellent service to customers and clients.

Target Audience
The information in this module has been designed to meet the needs
of supervisors and service staff.

Accompanying Videos
Part 1 TRAINING 14 minutes
Part 2 BEING AVAILABLE 7 minutes
Part 3 MOTIVATING STAFF 8 minutes
Part 4 IMPROVING PERFORMANCE 10 minutes

Parts 1 to 4 are together on one video.

Module 5. Serving people
Customers and clients want to be served in a positive way. This module will help frontline staff
develop rapport through body language
realise the importance of using greetings and names
show respect for unusual requests
be sensitive to cultural differences
overcome language barriers

Target Audience
The information in this module has been designed to meet the needs of
frontline staff
service staff in back-up and support roles.

Accompanying Videos
A POSITIVE APPROACH 20 minutes
A SPECIAL SENSITIVITY 17 minutes

Module 6. Selling our services.
All service involves selling and selling entails meeting needs. This module shows how service staff
can identify customer’s needs and then meet them by :
asking questions and actively listening
giving advice based on product knowledge
bending the rules
providing ‘extras’ and ‘add-on-sales’
taking personal responsibility for problems.
Target Audience
This module has been designed to meet the needs of frontline service staff. However, it would also
be appropriate for other service staff, including those in back-up and support functions.

Accompanying Videos
FIND OUT THE NEEDS 18 minutes
MEETING NEEDS 20 minutes

Module 7. Unhappy customers
Complaints from customers and clients about some aspects of service are inevitable. This module
looks at such complaints as
something to be welcomed
an opportunity to satisfy customers
a way of ensuring repeat business
an opportunity to create an excellent reputation.
It gives a clear step-by-step process for responding to complaints and includes a number of case
studies which can be analysed and discussed.

Target Audience
The information in this module has been designed to meet the needs of
frontline service staff
back-up and support staff

Accompanying Videos
WELCOMING COMPLAINTS 13 minutes
CASES OF COMPLAINTS 18 minutes

Module 8. Service burnout
Service burnout is a stress reaction suffered by many frontline and service staff.
This Module Covers
physical and emotional symptoms
effects on customer service
how to prevent burnout, and
how to overcome burnout.
Target Audience
This information in this module has been designed to meet the needs of
frontline service staff
support and back-up staff
supervisors of service staff.


Accompanying Video
BURNOUT 17 minutes

Support Materials available: Training leader’s guide with photocopiable participant's worksheets.

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