Overview and Objective

The role of service professionals has changed. Giving prompt, courteous service is not enough. Today's consumers demand more and have more places to go and find that "more" than ever before.

Meanwhile, most organizations are committed to "doing more with less". These factors add up to a service environment that demands both proactive problem solving by service professionals and the emotional strength to stay customer focused even while things are changing rapidly around them.

Delivering Eagle Service is a learning process that can be adapted to teach the following:

Personality Style insight and interpersonal flexibility

• Understanding how customers of differing Personality Styles react under stress.
• Learning to recognize Personality Styles and anticipating their needs.
• Flexing ones problem solving approach based on customers' Personality Style.
• Understanding how ones own Personality Style affects efforts to problem solve.

Self-management and developing emotional control

• Understanding how anger and worry affect ones ability to take care of customers.
• Learning to reduce the frequency, duration, and intensity of negative emotions while working with customers.
• Learning to recognize and accept customers' anger or worry for what it is.

Counseling customers

• Building rapport, determining needs, presenting solutions, supporting customers' decisions.
• R-O-L-A-I-D-S. Learning a technique for problem solving with customers.
• Asking for an expression of satisfaction-or dissatisfaction.
• Looking for opportunities to positively surprise customers: the true meaning of value added.