Owen-Stewart Performance Resources Inc. | 1-800-263-3399 | sales@owenstewart.com

Levels Of Learning

In this segment of the 5-Part Service Impact Series, you’ll discover how to identify and work with different types of customers and co-workers.

Runtime: 5 Minutes
  • DVD or USB
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre and Post-Training Assessment—all ancillaries are on CD-Rom
Key Learning Points:
  • Learn how to recognize the competency and skill of customers
  • Know when customers or co-workers are conscious – or unconscious – of their skill level
  • Be better able to help customers, based on skill level
  • Be better able to help co-workers, based on skill level


In Part 1: Carlos is an experienced rep – he knows the product backward and forwards and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled but doesn’t realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn’t know the product – filling her with anxiety. So when Justine calls Carlos, he’s frustrated and Justine receives no useful help. Carlos’s co-worker Stacey, in contrast, is an unconscious incompetent: she’s clueless and doesn’t know it. So when a customer calls, she flippantly admits she doesn’t how to help him—making herself and the company look bad.

In Part 2: Angela is an experienced rep, patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble—which makes him anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn’t know the software and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn’t know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.