At Your Service a Mini-Course by
Zezette McCray
Welcome to the Intervention
What you need to know about the lost art of customer service
The Customer Service Apocalypse is real—burnt-out staff, entitled customers, and
Dead-Eyes McGee at every register. This witty, no-fluff mini-course is the intervention.
In six fast modules of video + workbook, you'll turn service zombies into Service
Superheroes who make people feel seen—and open wallets while doing it.
By The End of This Course, You will be able to:
- Recognize the “entitlement epidemic” on both sides of the counter.
- Define the Barista Face and understand why it costs you money.
- Acknowledge customers within 3 seconds, every time.
- Establish an honest baseline for your own service habits.
- Explain the return on investment of basic courtesy.
- Define Omotenashi and anticipatory hospitality.
- Identify “Service Death Penalty” phrases in your own vocabulary.
- Rewrite relationship-killers into relationship-builders.
- Tell the difference between the Illusion of Listening and real listening.
- Use open-ended questions to keep dialogue flowing. Apply Facial Feedback Theory, mirroring, and the soft gaze.
- Track your Social Equity balance across a shift.
Course curriculum
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1At Your Service Course Curriculum