Concierge Service Delivery
Audience:	Anyone responsible for internal or external delivery of services.
Duration:	One Day
Brief Description:	Using service values defined by the client organization, we customize this program to reflect the values and behaviors expected of employees.  The program includes audio taping each employee handling a service request.
Objectives:	Participants will be able to: Find ways to work through identified obstacles to concierge service delivery. Describe what occurs in a client transaction that represents concierge service delivery. Demonstrate five listening skills to show empathetic behavior. Demonstrate the three kinds of questions that can be used in a client interaction together data and problem solve to demonstrate knowledgeable and responsive behavior. Defuse an irate client to demonstrate empathetic behavior. Improve the quality of email correspondence to demonstrate reliable, knowledgeable responsive and empathetic behavior.