Introduction – This module focuses on value and its relationship to customer satisfaction. It impresses on the employee that customer satisfaction is tied to many more elements than just price.

Why people frequent a business – This lesson talks about the six reasons people continue to frequent certain businesses. The second part of the lesson shows the employee how a bowling center fulfills these reasons. This lesson is a real eye-opener.

What is customer service? – In this lesson the employee gets to the nuts and bolts of customer service. They will learn what separates average service from great service. Especially interesting is the discussion of the Four Levels of Customer Service.

Becoming a customer service advocate – The final lesson is all about execution. In this lesson the employee is taught specific things to do in order to establish a bond with the customer. When they are finished with this lesson, they will know what to do, when to do it and how to make it happen.