What is the impact of the company's service? Service skills. Why employees are reluctant to provide a high level of service? The role of the cultural component. What is a service and what does it consist of? What components are most important to your business.
Negative Client Experience: What are the procedures and policies of the company that deter the Client. The sell-serve strategy is what the company focuses on in dealing with clients
Involvement of employees to provide a high level of service. The system of service in the company. How to Create a Business Purpose for the Client What does your company actually sell to the Client? What value do you bring to the Client? One day from the Client's life
Case: how to involve millenials in the idea of ​​service?
Service culture of the company: how to create internal service in the company? How to select, hire and retain only people with DNA service?
Unbreakable standards of service World-Class Service companies. Challenge: Create a list of standards for your business
Homework on Module 2:
1. Presentation "One day from the life of the Client" (actually spend the day with the Client)
 2. Analyze and pick up negative signals for the Client

• Operating and Customer Experience Standards. Secret service. How to gain true loyalty through invisible customer personalization systems.
• Customer Experience Cycle: The stages of the Client's communication with the company. Practical task: to identify defects of service at each stage, standards of experience and possibility to exceed client's expectations on the case of the participating company.
• Service standards: algorithm and methods of development.
• What to do with service defects and how to make the Client experience risk-free for the company and for the Client (ZeroRiskSystems). Challenge: Identify the main categories of customer calls within your business and think about staffing tools.
• How to work with your customers on facebook (with YouScan).
• How to work with clients in crisis situations.
• Tools for research and evaluation of service. Case studies and practical tasks.

Module 3 homework: Create service standards and tools in emergency situations.

• Measurement of service: first "why" and then "how".
• Service Design: what is it? (methodology)
• Service Design: Workshop
• Implementation of changes in the Company
• Case Blue
• Presentation of the project assignment (embodied during the School and what you plan)
• Service Manager: Who is it? How to practice being a leader who creates a service culture
• A Culture of Exceeding Customer Expectations: How to Encourage Employees to Exceed Customer Expectations