STAR Service

Building positive and memorable customer service experiences!

The customers' experience with your organization is everything. To your customer, it represents your entire organization. Research shows that while some customer experiences are negative and memorable for the wrong reason, the majority of customer experiences with your organization are "neutral" and highly forgettable. Neither "negative" nor "neutral" experiences help your organization develop the kind of long-term customer relationships you need to be successful.

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

Peter Drucker

As an organization, your goal is to achieve as many Positive Memorable Experiences as possible. When you are able to provide this experience, it is good for retaining customers, it is good for potentially growing business relationships, and it is good for potentially motivating customers to refer others to you, which can grow your business.

Who Can Benefit?

  • Sales and service representatives.
  • All people that deal with your customers.
  • Anyone who has internal and external customer contact.

What Makes STAR Service Different?

STAR Service was developed to meet three objectives:

  1. Uniquely enable service providers to use the process and skills to consistently create Positive Memorable Experiences for your customers.
  2. Provide your customer service providers with the focus and strategy they need to reaffirm relationships with customers, which, when done well, will increase retention, expand customer relationships, and drive customer referrals to increased levels.
  3. Respect time constraints for customer service personnel and cover the course in just four-hours so that all personnel involved with service in your organizations to be able to learn from this workshop.
With STAR Service your personnel will be able to:
  • Increase consistency in creating Positive Memorable Customer Service Experiences for your customers.
  • Increase customer retention.
  • Expand business relationships.
  • Drive an increase in customer referrals.

Course Description

STAR Service is a new, powerful, half-day customer service training program designed to address the opportunity to improve customer experiences. Your service employees will learn the process and skills they need to provide customers with Positive Memorable Experiences. The clear, practical, four-step STAR Service Process™, coupled with the communication skills taught in the workshop, help your employees not only to transform negative and neutral customer experiences to positive and memorable transactions but also to reaffirm and enhance long-term relationships, the foundation of business success.

STAR S: Sync-up with the customer T: Target to determine customer needs A: Assist to meet the customer's needs R: Reaffirm assistance and the relationship

We support the belief that it takes a team to make excellent service happen and happen consistently. And, the belief in understanding the 'service experience' concept helps a team of people know why they need to be a team. Outstanding and memorable experiences for customers keeps them coming back, and referring other people, so they can have the same kind of experience. That translates to profits.

David Erdman, President Vital Learning Corporation

Course Materials

Administrator's Kit

The Administrative Kit Includes the following materials:

  • Administrator's Guide that provides all information necessary to administer the customer service training program with agendas and instructions.
  • Slides and PowerPoint CD.
  • DVD of customer service neutral and positive scenarios.

Order Administrator Kit: US $450.00 Buy Now

Participant Materials

Participant materials include:

  • Workbook containing information to be learned and exercises to reinforce and transfer that learning.
  • Memory Jogger Card (includes STAR Service Process™ on one side and the STAR Service Process™ with Communication Skills on the other).

Order Participant Workbook: US $26.00 Buy Now

Training Support

Support for Facilitators and Trainers is also available by email, teleseminars, or webinars.

If you have questions or would like more information, please contact us.