Get a fresh perspective
Learn one method that works for both customers and employees. We help you keep people on both sides of the counter. First, know who you serve and what they expect. Then, know who you are as a business.
We teach the proprietary SERVE method. This powerful acronym guides every interaction. Start with a Smile to set a positive tone. Engage by making eye contact and paraphrasing requests. This ensures people feel heard. Relate by making relevant small talk and asking open-ended questions. Build real relationships. Verify you have the right solution for their needs. Finally, go the Extra Mile to create a memorable experience.
Group Meeting Room, PPLD East Library
Sometimes, situations escalate. For this, we teach the BLAST method. Believe the person's emotional response. Listen without interrupting and summarize their concerns. Apologize or Acknowledge their frustration. Solve the problem by focusing on what you can do. Then, Thank them for the opportunity to help. This simple framework de-escalates tense situations every time.
We also provide the Three Strike Rule. This is a clear exit strategy for your employees. It empowers them to handle severe situations professionally. Your team will know you support them. No one gets paid enough to take abuse. This training gives you the tools to protect your people and your business.
September 23rd, 2025
10am-11am MST - Be there!
Transform your customer service approach with the powerful SERVE and BLAST methods. This presentation introduces simple yet effective strategies to enhance client satisfaction, de-escalate tense situations, and boost your business's reputation. Learn how to Smile, Engage, Relate, Verify, and go the Extra mile while mastering the art of Believing, Listening, Apologizing, Solving, and Thanking. Discover the proven techniques that have significantly improved customer satisfaction metrics and Net Promoter Scores in real-world applications.
Your Presenter - Keith Hessel
ServeBC is Colorado's ONLY In-Person customer and employee retention consultant. I bring more than 20 years of dedicated experience in keeping people on both sides of the counter to your small business. With skills ranging from volunteer recruitment to advanced de-escalation techniques, I'm here to help your small business both increase your word-of-mouth customers, and keep your best people from looking anywhere else for a job!
September 23rd, 2025. - Be there!
Cost: FREE
Where: PPLD East Library - Community Meeting Room
When 9/23/25 10am-11am