The Secret portrays only positive behavior to model service. We think that's an effective learning design. This is a CD with a storyline. It follows a bank manager for a week as he both receives and gives service. Questioning, listening, conversation, tone of voice, and body language are some of the topics covered.
Interactive exercises follow the video clips.
They help sustain interest and hold the participant accountable for paying attention, but greater variety in the types of activities would make the program more interesting and effective. Rather than scoring the exercises, the program responds to answers by coaching you on why the answer is the right one. If your response isn't quite right, the feedback explains why a different answer would have been more appropriate. We found the interface a little confusing, but one quick call to Maxim helped us get down to business. Don't forget. . . .