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ZONES OF PERFORMANCE

Service quality falls into one of four zones: Indulgent, WOW!, Safe or Rigid. As customer service professionals our world works the same way. Management participants will define each of the zones for your company and learn how to empower your employees to operate within new parameters. Your customer service team will learn to evaluate service situations and make appropriate decisions that benefit both the customer and your organization. The result will be a new level of performance that provides a distinct, competitive advantage. The half-day or one-day, facilitator-led program uses highly customized case studies from your company to develop your employees’ skills, confidence and decision-making ability.

Client Outcome

“Our success lies in the fact that our customer service quality improved dramatically and the customer responded... The introduction of “Service in the Risk Zone” turned the airline product around.” 

~Airline

OUR SOLUTIONS:

Successful Customer Relationships

Syncing Up

Communication Coach

Recovery Strategies

E-Learning Tutorials

Selection Coach

Coaching for Performance

Sounds of Success

Over Promise, Over Deliver

Strategic Service Advantage

Zones of Performance

Designing the Service Experience

Customer Service Commitment Profile

Speeches and Keynote Speakers

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