IMPROVING CUSTOMER SERVICE THROUGH UNDERSTANDING. Develop the customer service aptitude of your work force with Professional Service Works!® This skill-building program uses DiSC® Dimensions of Behavior to help employees develop first-class competencies in meeting the service needs of external and internal customers. Professional Service Works! helps professionals focus on customer needs, enhance relationships, and increase satisfaction.
STRENGTHEN YOUR COMMITMENT TO CUSTOMERS. Professional Service Works! can be used as a stand-alone program or as a valuable addition to your current customer service training. Organizations like yours use Professional Service Works! to help their customer service professionals:
• understand the strengths and weaknesses of their own styles
• create and maintain relationships with customers
• increase customer satisfaction by focusing on needs and solutions
• deliver communication based on the customer's style
• ensure that every customer service opportunity results in a positive experience
 FLEXIBLE FORMAT ADAPTS TO MEET YOUR NEEDS, Professional Service Works! is a 15-hour program that can be facilitated in either two full days or in separate modules spread over time.
Workshop 1 — Me: Assessing My Stylt In Workshop 1, participants:
• identify their personal DiSC styles;
• learn how their style affects their work with customers.
Workshop 2 — Customer: Adapting to Their Style In Workshop 2, participants:
• learn to read their customers' dominant styles;
• discover how their customers' styles affect their interactions;
• develop plans to work more effectively with all customer styles.
Workshop 3 — Professionalism: Delivering Excellent Service In Workshop 3, participants:
• develop their abilities to act professionally;
• learn to maximize customer satisfaction by avoiding unprofessional behaviors;
• practice ways to say 'no' in a professional manner.
Workshop 4 — EASE: Handling Customers' Special Needs In Workshop 4, participants:
• discover the EASE technique for dealing with clients' needs and problems;
• practice methods for handling special customer situations.
Workshop 5 — Defusion: Satisfying Upset Customers In Workshop 5, participants:
• learn how to 'welcome' complaints;
• discover ways to deal with upset customers;
• practice turning difficult situations into positive customer service.
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