To effectively change the service culture, everybody in the organization – whether they provide external or internal service – needs to understand the service values, why they matter in the eyes of the customer and how to apply them in their role.

Included in Step 2 are the following workshop options:

The Science of Service: Two Training Options:

Suitable for: All team members – from frontline to the boss

Option A: Live workshop

“Moments of Power to Elevate the Customer Experience”

Through this engaging workshop participants will learn the Science of Service:

  • Quality in the eyes of the customer – the 3Rs (Be Reliable, Be Responsive and Build Relationships), and
  • How to deliver on the 3Rs by recognizing Moments of Power.


This course identifies 4 Moments of Power that make a difference from the customer’s point of view.

Each Moment of Power summarizes findings in social psychology, behavioural science, psychology, neuroscience as well as business and applies them to service interactions.

Participants will learn to recognize these Moments of Power and how to execute them properly so that customers recommend you again and again.

Moment of Power #1: Context – human behavior is sensitive to and strongly influenced by its environment and other conditions that help (or hinder) people to understand the situation they are in.

Moment of Power #2: Expertise – we rely on people who appear to be experts as they tend to have superior knowledge and wisdom. Topics include: Why expertise is so important, how to build professional expertise and how to take expertise to the next level through proactive expertise.

Moment of Power #3: Relationships – we want to do business with companies that demonstrate they like us. “Liking” starts by being reliable, being responsive and then building strong relationships. Relationships are built through great conversations, “going first” and having the right mindset with every customer.

Moment of Power #4: Problem Handling – Problem Handling starts by encouraging and listening to customer feedback. It becomes more effective by using the right process, right interaction and right outcome. This session also analyses the Service Recovery paradox – the fact that customers may be even more loyal after the organization has solved their problem.

Key take-aways:

  • How human psychology applies to service and can lead to service excellence and business success
  • Deeper understanding of human interaction, professionally and personally
  • How to build trust and loyalty by making a positive impact

Option B: Online training

Level 1: “Ace the 3Rs”

This one hour online course is a condensed version of the live session “Moments of Power in Customer Service”. It shares the foundation of great service. Your team members will learn

  1. Service quality in the eyes of the customer can be summarized in the 3Rs: be Reliable, be Responsive and build Relationships.
  2. Recommendations are driven by great service, not good service.
  3. TOFU (Taking Ownership and Following Up) is the most important discipline in service.

Level 2: “Moments of Power to Elevate the Customer Experience”

Similar content to the live workshop with a focus on practicing and applying the content in the workplace.

To start your online training right away, click here.

For groups and training customization

Call or email Eddie at 250-216-3776 or email

The Canadian government supports this training. Apply for a job grant