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Courses / Fill the Glass
Fill the Glass
Turning the Ordinary to Extraordinary
40 minute eLearning course
English
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Are you doing all you can to build a culture of service excellence?
Fill the Glass! inspires next-level service behaviors through real-world “viral” service excellence stories and unifies employees and managers around the goal of exceeding customer expectations.
From Mandated Training to Strategic Value
As a follow-up to Once and For All, our foundational sexual harassment prevention course for meeting state and local regulations, Let's Get Honest builds on the behavioral insights from the core course:
- Capturing what employees truly think about maintaining professional behaviors at work during relevant learning moments.
- Promoting psychological safety by gauging whether employees feel safe and supported to share concerns about harassment.
- Measuring manager effectiveness in setting and reinforcing expectations concerning professional conduct.
The customer experience is determined in large part by front-line service providers. For customers to have a good experience, employees need to be proficient with transactional duties and friendly in their demeanor. For customers to have a GREAT “shareworthy” experience, even more is required—employees must deliver service above and beyond what’s expected.
It’s a big ask! Customer service employees are often busy, and it is tough to meet customers’ basic needs, let alone surpass them. At other times, they’re dealing with customers who are not their best selves. The motivation for exceeding customer expectations must be authentic and must flow from the inside out.
With Fill the Glass: Turning the Ordinary to Extraordinary, organizations can provide their front-line service workers with this motivation. Inspired by true customer service stories, the course teaches employees how to:
- Make it Memorable
- Be Positive
- Make it Fun
- Read the Clues
Consisting of three modules (each running 10-14 minutes), the engaging eLearning course features top-quality video segments, robust activities, and knowledge checks.
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