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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.