Segment 1 - What is WOW? Introduction to program What is WOW? Skills required to WOW your clients Rate your own WOW skills Benefits of WOW Exceeding client expectations Human vs technical skills Activities: Exercises Customization applicable. Segment 2 - Tools for WOW Introduction Two types of communication Face to face communication Body language Verbal - Tone of voice Verbal - Words Positive Phrasing Questioning Attitude Listening Activities: Exercises, group games Customization applicable. Segment 3 - Telephone WOW Introduction Communication Skills required for all components of the telephone conversation Activities: Exercises, role-playing Customization required for role-playing Segment 4 - WOW in the Workplace Review and discuss the cycle a client experiences in your business - for example: the greeting, service experience, the closing, etc. First impressions Review and discuss conflicting cycle components ex. telephone vs face to face communication Activities: Exercises and role-playing Completely customized >> Continue with program's outline