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Reaching for Stellar Service

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Reaching for Stellar Service

This module provides the framework for the program and helps participants understand the role of the front-line service provider in delivering stellar service.
Explore the value of stellar service and the service provider’s role in achieving it.
Learning Outcomes
At the end of the module, participants will be able to:
  • Describe what stellar service is and the challenges of delivering it.
  • Discuss the benefits of customer loyalty to them, their organizations, and customers.
  • Explain the importance of their role in building customer loyalty.
  • Identify key “defining moments” in customer interactions.
  • Identify and discuss the three dimensions of service.
  • Describe four key qualities that customers expect from stellar service.
  • Use the four key service qualities to evaluate and improve the service they deliver.
Key Content
  • Defining moments
  • Three dimensions of service
  • The STAR qualities (summarizes customer expectations of service)
  • Seamless (manage service factors that are behind-the-scenes)
  • Trustworthy (provide what is promised, dependably and accurately)
  • Attentive (provide caring and individual attention to each customer)
  • Resourceful (provide prompt service and creative solutions)

Class Details

1 Sessions

Butte College Training Place

Catherine Goggia 



Registration Closes On
Tuesday, April 24, 2018 @ 12:00 AM

Schedule Information

Date(s) Class Days Times Location Instructor(s)
4/24/2018 Tue 8:30 AM - 12:30 PM Chico, Butte College Training Place  Map, Room: SC 144 Catherine Goggia 

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