To really understand what separates excellent service from average service, all you need is a line. That’s right…a simple line. Excellent service is Above the Line, and average service is below the line.

While we each have a personal line by which we judge customer service success, there are some behaviors that are undeniably Above the Line, including problem resolution, a customer care mindset, empathy and resiliency. How we deliver on these behaviors creates a “feeling of service”, whether good or bad, and that feeling can impact your relationship with the customer, the company’s reputation, and ultimately your company’s success.

This course focuses on 4 key skills that are linked to “Above the Line” service.

• Problem Resolution – approaching your customer’s request in a consultative, solution-focused way
• Customer Care Mindset – delivering excellent service requires an “ALL IN” mentality and genuine care for your customer
• Empathy – picking up the emotional cues of others and responding appropriately
• Resiliency – bouncing back from a tough customer encounter and managing emotions in an effort to respond instead of react

Through skill development and real-world application, each “Above the Line” skill will cultivate a renewed spirit of service excellence and give your team members elevated tools to deliver “Above the Line” service with each interaction.