Fill The Glass

About the eLearning

The highly interactive eLearning course features top-quality video segments, robust activities, and knowledge checks.  It consists of 3 modules (each running 10-14 minutes). Module 1: Make it Memorable!, Module 2: Be Positive and Make it Fun, and Module 3: Read the Clues.

Companion support materials include: a Learner’s Resource Guide and a Why Turn the Ordinary to Extraordinary? infographic (both in digital format).

After completing the Fill the Glass: Turning the Ordinary to Extraordinary training, learners will be able to:

• List the four keys of Fill the Glass service
• Identify opportunities to provide Fill the Glass service and exceed customer expectations
• Utilize strategies to be positive when feeling out of sorts
• Stay positive when customers aren’t their best selves

A Manager Version of Fill the Glass is coming soon!  This version will enable managers to describe a service culture, as well as identify obstacles to—and solutions for—creating a service culture in their organization.

Behavior-focused customer service training for today's organizations is here with Fill the Glass!  The course provides a fun and engaging learning journey that:

• Conveys the importance of the Customer Service role, helping customer service employees find meaning in what they do. 
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• Inspires next-level service behaviors through real-world “viral” service excellence  stories that show how ordinary transactions can be made extraordinary. 
• Teaches easy-to-recall service skills that enable employees to show empathy and build positive relationships with customers.
• Builds a culture of service excellence by unifying employees and managers around the goal of moving from status quo service to shareworthy service.

The customer experience is determined in large part by front-line service providers. For customers to have a good experience, a business’s 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 providers with this motivation.  Inspired by true customer service stories, the course teaches employees how to: 

• Make it Memorable  
• Be Positive  
• Make it Fun, and  
• Read the Clues

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About the eLearning:

The highly interactive eLearning course comes in Employee and Manager versions, and features top-quality video segments, robust activities, knowledge checks and assessments.  It consists of 3 modules (each running 10-14 minutes). Module 1: Make it Memorable!, Module 2: Be Positive and Make it Fun, and Module 3: Read the Clues.

Companion support materials include: a Learner’s Resource Guide (digital format) for employees and managers, and the Fill the Glass to Overflowing: Ideas for Creating a Fill the Glass Service Culture (downloadable pdf) for managers.

After completing the Fill the Glass: Turning the Ordinary to Extraordinary training, learners will be able to:

• List the four keys of Fill the Glass service
• Identify opportunities to provide Fill the Glass service and exceed customer expectations
• Utilize strategies to be positive when feeling out of sorts
• Stay positive when customers aren’t their best selves
• Describe a service culture (manager version only)
• Identify obstacles and consider solutions for creating a service culture in their organization (manager version only)