Above the Line Service

What to Expect
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.
“It takes months to find a customer and seconds to lose them.”
Vince Lombardi
Business Outcomes
- Improved Team Morales
- More Self-Reliant & Empowered Employees
- Consistency of Excellent Service
- Fewer Customer Complaints
- Enhanced First-Interaction Resolution
- Improved Customer Satisfaction
How This Works
Program Format
This is a one-day, onsite, instructor-led session that can be split into shorter sessions to accommodate schedules.
- Live remote training options are also available.
- The program is 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?
Above the Line FAQs
Check out some FAQs, and keep in mind that we’ll help you design the best and most effective program to meet your training goals and desired learning and business outcomes. Just give us a call or email, we’re here to help! 800-888-4893 / info@bonfiretraining.com
What is the best class size for Above the Line?
No group is too big or too small! Ideally, we recommend a maximum class size of 25 participants per session. This will encourage participation and engagement with hands-on activities. If this class size doesn’t fit your needs or you have larger participant numbers, we have several options for large group presentations.
How long is the training? Is it a full day?
Who should attend this training?
I am unable to have my entire staff participate at the same time. Can I still do onsite training?
What type of reinforcement do you offer? How do I ensure that the techniques ‘stick’?
It’s important to reinforce the training within 30 days of the training program to ensure the techniques stick and become part of your culture. With that in mind, we have several recommendations.
- We strongly recommend Bonfire’s Sustain the Training workshop which teaches supervisors, team leaders, and management to coach the newly trained staff on the new techniques and skills learned in the Above the Line workshop. It reinforces the new skills and helps the staff to practice them until they become habit. The coaches’ training provides real content that is coupled with a methodical approach to set your coaches and staff up for success. It’s the best return on investment insurance for your training.
- We also offer customized refresher training. This can take place anywhere from 6-12 months after the initial training and will help the staff brush up on key techniques so that all of their skills are fully implemented.
- Team Huddles, an Above the Line Reinforcement Guide, or BOOST Huddles are also great tools that reinforce the learnings from the Above the Line workshop.
- Your Bonfire trainer is also available for advice and guidance after the training is completed. They’re just a phone call or email away!
Which is a better fit for me? Onsite Training or Live Remote?
Our onsite training is our best and most effective training solution for the Above the Line course. It is customized, interactive and fun. Our charismatic trainers are able to get the entire class involved and participating during the training. This makes the learning process highly enjoyable, and we have found that participants tend to learn and retain more with this format
Live remote training for our standard Above the Line course is also customized and is typically delivered over three total hours, and usually in two 90-minute segments. That said, Bonfire is flexible and will adjust timing to meet your needs.
What is the cost?
Our pricing varies according to the delivery method you choose, the number of days/sessions our trainer is working with your team, and how many people we will be attending, among other factors.