Workshops

More Than the Wow Factor™

Customer Service & Leadership Training Workshop

Presented by Aurie Publishing

Transform the Way Your Team Serves, Leads, and Shows Up

This interactive 3-hour training workshop is based on More Than the Wow Factor: An Essential Guide for Customer Service & Leadership by Aretha Morris. Designed for customer service professionals, supervisors, and leaders, this session goes beyond surface-level service skills and focuses on accountability, empowerment, trust, and leadership growth.

Participants will leave with practical tools, real-world examples, and a renewed mindset for delivering service that truly makes an impact—internally and externally.

Professional training workshop on improving the wow factor in customer service.

Training Overview

  • Duration: 3 Hours
  • Format: In-person or virtual
  • Audience:
    • Customer Service Representatives
    • Supervisors & Team Leads
    • Managers & Emerging Leaders

  • Includes:
    • Interactive discussion
    • Real-life scenarios & reflection
    • Participant copy of the book (optional add-on)

Workshop Agenda

Divided Into 3 Engaging Sessions

SESSION 1:

The Foundation of Exceptional Customer Service

(Customer Mindset & First Impressions)
⏱ Approx. 60 minutes

This session establishes the core beliefs that shape service excellence and reframes how participants view customers—both internal and external.

Topics Covered:

  • Customer Service Is Not for Everyone
  • Your Number One Customer Is Your Employee
  • Gems for You and Your Customers
  • “Hi, I Am Your Customer. Now What?”
  • What Is More Than the Wow Factor?
  • Focus on the Customer
  • First Impressions Are Critical

Key Takeaways:
✔ Understanding service as a mindset, not a task
✔ Recognizing the impact of tone, presence, and first contact
✔ Connecting internal culture to external customer experience

SESSION 2:

Accountability, Empowerment & Lasting Impressions

(Owning the Experience)
⏱ Approx. 60 minutes

This session focuses on personal responsibility, problem-solving, and consistency, especially when things go wrong.

Topics Covered:

  • Empower Employees
  • Why Focus on Last Impressions?
  • Accountability Matters
  • Oh-oh, What Happened?
  • If Not You, Then Who?
  • Your Time to Shine
  • Do You Know Who You Are?

Key Takeaways:
✔ How accountability elevates trust and credibility
✔ Turning service recovery into loyalty
✔ Understanding your role in the customer journey

SESSION 3:

Leadership That Builds Culture & Results

(Leading with Purpose and Influence)
⏱ Approx. 60 minutes

This session transitions into leadership principles that help individuals influence others—regardless of title.

Topics Covered:

  • How to Choose Your Leadership Style
  • Growing in Leadership
  • Disciplined to Lead
  • Trust in Leadership
  • Casting Vision
  • Building Relationships for a Great Company Culture
  • Are You an Influencer?
  • How to Motivate Employees
  • What Does Success Look Like?
  • The End to Begin

Key Takeaways:
✔ Identifying and strengthening leadership style
✔ Creating trust-based, motivated teams
✔ Leading with clarity, vision, and consistency

What Participants Will Gain

  • A deeper understanding of service excellence and leadership impact
  • Tools to improve customer interactions and team dynamics
  • Increased confidence in decision-making and accountability
  • Strategies to build stronger culture and morale
  • A shared language for service and leadership within the organization

About the Author & Facilitator

Aretha Morris is a customer service leader, author, and founder of Aurie Publishing. With years of experience leading high-performing service teams, Aretha brings real-world insight, relatability, and practical strategies that resonate across industries.

Book Your Training

📩 Contact Aurie Publishing to schedule your workshop
🌐 auriepublishing.com