Above the Line Service

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Course Overview

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.

Learning Outcomes

  • Know the impact mindset has on service
  • Understand that service is a feeling
  • Learn enhanced problem resolution skills
  • Learn how to pick up on emotional cues
  • Know how and when to use empathy
  • Learn resiliency & self-management tools
  • Create a custom "Above the Line" service plan

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“It takes months to find a customer and seconds to lose them.”
Vince Lombardi

Business Outcomes

Improved Team Morale

More Self-Reliant & Empowered Employees

Consistency of Excellent Service

Fewer Customer Complaints

Enhanced First-Interaction Resolution

Improved Customer Satisfaction

Program Format

One-day onsite instructor-led session that can be split into shorter sessions to accommodate schedules.

Live Remote Training options are also available.

Presented in a multi-media, fun, interactive manner with group exercises to engage participants.

Materials support additional learning reinforcement.

Contact us to explore how we can meet your training goals! info@bonfiretraining.com / 800-888-4893

Who should attend?

All team members who interact with external and internal customers.

Excellent Service is Above the Line

“Above the Line” goes beyond providing customer solutions, it means taking ownership for yourself and the impact you have on customer relationships.

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