Introducing the POWER!SERVICE® System

Executive Alignment helps senior leadership teams understand the implications of competing on service as a strategy, rather than as a program. This 1 to 2-day workshop explores the business strategy of Service Profit Chain Leaders and critical elements that must be in place to realize a significant, and sustainable competitive advantage while also aligning  the executive team around their role in leading the change effort.

The Service Delivery System 1-day workshop addresses the architecture required to deliver an experience that consistently exceeds customer expectations. Capacity Management, Service Standards, Fail- Safe Methods and Queuing Strategies are just a few of the operational processes introduced during the program.

 POWER!SERVICE® Coaching is a full-day workshop that introduces coaching tools and techniques. It is a relevant, useful, and engaging experience that explores the value and dimensions of the TAKE 3 Cycle of Service and the coach’s role in supporting, encouraging and recognizing high performance by service providers.

 POWER!SERVICE® Skills focuses on implementing exceptional service as a way of life for an organization through defined behaviors. During this 1-day workshop, frontline performers learn and practice the TAKE 3 Cycle of Service that ensure the application of top box service behaviors when they return back to the job.

For clients interested in delivering POWER!SERVICE® Skills remotely, our e-learning option includes  four, 45-minute  online modules. The E-Learning version is an interactive learning experience that explores top box service behaviors -- and the frontline employee’s role and responsibilities in delivering them. 

The Customer Experience City simulation plunges participants into a three-round event in which they experience the clear distinction between what it means to MEET, NOT MEET, or EXCEED expectations, and the impact these experiences have on customer lifetime value.  Watch the video below to witness the impact from this experience first hand

This assessment asks executives, managers and frontline employees to rate the extent to which their organization demonstrates a number of practices associated with high-performing companies from our research.

During this 5-day onsite assessment, SPCI consultants conduct a deep dive analysis of the service processes and behaviors that are contributing to both strong and poor performance. The final report provides specific recommendations to improve both short and long term Service Delivery System processes.