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Concierge Service Delivery


Anyone responsible for internal or external delivery of services.


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.


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.