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Service Excellence Skills Assessment Process®

Front cover of the Service Skills Assessment Process®The U.S. economy today is starkly different from the one that existed when Ken Blanchard published Raving Fans (1993).  Our current economy, as well as many others worldwide, have shifted from primarily industrial-based manufacturing concerns to economies driven primarily by support and service.  The most successful businesses provide excellent service to discriminating consumers. The principles of service excellence proclaimed by Blanchard are timeless because they transcend business talk and speak directly to the human needs of individuals.  So do the principles of transformative emotional intelligence (EI).

The Service Excellence Skills Assessment Process® (SESAP®) connects service providers more meaningfully to their clients and customers by emphasizing the development of EI skills that authentically care for both self and others.

The service skills assessed and explored through SESAP® include:

  • Self-Esteem
  • Self-Control
  • Greeting Customers
  • Developing Rapport
  • Understanding Needs
  • Solving Problems
  • Managing Relationships
  • Asserting Yourself
  • Controlling Anger
  • Handling Anxiety
  • Relationship Satisfaction

The service skills assessment provides a research derived and operational definition of specific, learned abilities or skills that individuals learn through direct experience in living and working.  Our long term research and experiences indicate these service skills are learned best in mentoring, coaching, and teaching relationships characterized by empathy, respect, trust, honesty and genuine interest in the personal well being and success of the individual being mentored, coached or taught. Think of the service skills assessment as a structured model for reflective thinking and emotional skill development.

Pricing: $20.00 each.  Currently available in paper & pencil only.   Our certified consultants and trainers have access to this positive assessment instrument, and it may be obtained directly through us.  Contact us for more information.