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Learning Series: Love at First Service


Course
Christian Jerico Zerrudo
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This February, let’s talk about love… the Wilcon way.
Welcome to Love at First Service—a learning series that reminds us that great customer service works a lot like great relationships: it starts with a strong first impression, grows through trust, and lasts because of consistency.

In this course, you’ll learn how to create warm and confident customer interactions—from the first “Good morning!” to the final “Thank you po!” You’ll also build the mindset and skills to handle concerns with calm and empathy, turning everyday moments into experiences customers will remember (and come back for).

Because in Wilcon, we don’t just sell products—we help customers build homes, projects, and dreams. And the best service? That’s the kind customers fall for.

Here is the course outline:

1. Where Our Service Story Begins

Fall in love with the Wilcon story! Learn our values and how every small act can make customers feel cared for from the very first hello.

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Learning Objectives
Our Story Begins
Wilcon’s Service Promise
The Wilcon Customer Journey
Quiz: Introduction to Wilcon Service Excellence

2. Connecting with Customers like Teammates

Discover the heart of service by understanding customer needs, listening with care and guiding them like a trusted partner in their home projects.

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Learning Objectives
Customer Types and Mindsets
The Art of Asking & Listening
Non-Verbal & Vocal Rapport
Tailoring Recommendations
Putting It Together Role-Play
Quiz: Customer Insight and Connection

3. Service Recovery: Turning Issues into Loyalty

Just like in any relationship, challenges happen. Learn to handle them with empathy, calm, and solutions that strengthen trust and loyalty.

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Learning Objectives
Spotting Trouble Early
Calm, Clear, Confident Language
Resolve Using the L.E.A.P. Model
Quiz: Navigating Tough Moments with Confidence

4. Your Service Success Toolkit

Serve with HEART! Reflect, practice and collaborate to make every customer interaction a meaningful, memorable experience.

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Learning Objectives
Big Ideas Recap
H.E.A.R.T
Self-Check & Goal Setting
Peer Coaching Tips
Your 30-Day Action Plan
Quiz: Your Service Success Toolkit

5. We want to hear from you!

Learning Management System — NPS

We want to hear from you!
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