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" Your SAY YES Extraordinary Customer Service Training
conducted for our teams EXCITED OUR PEOPLE
LIKE NO OTHER TRAINING we've seen...and it
works, big time. You've made a huge difference."
- Bill Powell, VP
Marriott Corporation
EXTRAORDINARY CUSTOMER SERVICE TRAINING /
FAQ / HOW DOES IT WORK / WHAT YOU GET /
TEAMS WHO SHARED THE PRODUCTIVE FUN
EXTRAORDINARY CUSTOMER SERVICE TRAINING
REALITY CHECK > WE'RE
NOT A MATCH if you don't believewhat we believe is the ONLY one real valid Customer Service
Training available :
TREAT YOUR TEAM WITH THE SAME RESPECT
AND COURTESY YOU EXPECT THEM TO TREAT
YOUR CUSTOMERS
FAQ
Q . Why is THE THIS JOB SHOULD BE FUN approach the
ULTIMATE Customer Service Program ?
A . BECAUSE it addresses the NUMBER ONE OBSTACLE
TO EXCELLENCE IN ALL CUSTOMER SERVICE SYSTEMS :
Satisfying the SELF - INTEREST NEEDS OF THE FRONTLINE
FIRST :
I want to feel in control
I want to make a difference
I want my supervisor to recognize me
I want my suggestions listened to
A HAPPY, EMPOWERED TEAM IS YOUR ULTIMATE ASSET
IN PROVIDING EXTRAORDINARY SERVICE !
Without that, all training becomes a wasteful
" dog and pony show."
FUN YOU CAN HAVE AT WORK
* Immediate DRAMATIC show of TOP MANAGEMENT
SUPPORT for the frontline TAKING CHARGE
* Each unit CREATES THEIR OWN EXTRAORDINARY
COURTESY STANDARDS AND MONITORS THEMSELVES
* CONSTANT FEEDBACK and CONSTANT IMPROVEMENT
Systems put in place
* Individual and TEAM AWARDS established
* IT'S HIGH ENERGY FUN THAT KEEPS YOUR PEOPLE
INTERESTED !
HOW DOES IT WORK
| PHASE
# 1 INFORMAL
in-house surveys to determine existing obstacles to better service PHASE # 2 MANAGEMENT TRAINING SESSIONS / Set THEIR SENSE OF URGENCY PHASE # 3 Frontline "PEP RALLIES " / Sign up for MAKE IT BETTER TEAMS / Dramatic show of TOP MANAGEMENT SUPPORT PHASE # 4 FRONTLINE SKILLS TRAINING SESSIONS PHASE # 5 Set up INDIVIDUAL and TEAM " Great Performers Recognition and Reward Program " PHASE # 6 Unit M-I-B TEAM MEETINGS to improve quality at each point of customer contact |
WHAT YOU GET
* A
"SYSTEMS THINKING" Team - "How does my actions fit
OUR system for EXTRAORDINARY SERVICE ? "
* COURTESY STANDARDS for EVERY customer contact point
* A HIGHLY MOTIVATED SELF - MONITORING TEAM that feels
they are FULL PARTNERS with management in improving
everything
* A quality FEEDBACK SYSTEM
* Managers trained to take extraordinary CARE OF THEIR
FRONTLINE
* A RECOGNITION AND REWARD PROGRAM that makes
being extraordinary FUN and qualifies the team for rewards
TEAMS WHO HAVE SHARED THE PRODUCTIVE FUN
MARRIOTT HOTELS
CELEBRITY CRUISES
INTER - CONTINENTAL HOTELS
COLUMBIA MEDICAL CENTER
CAESAR'S PALACE
PACIFIC BELL
LOCKHEED AIRCRAFT
CITY OF LONG BEACH
KAISER PERMANENTE
COLORADO NURSES ASSOC.
CENTURY PLAZA HOTEL
U.S DEPT. OF LABOR
AT&T
HBO
WEIGHT WATCHERS INTERNATIONAL
SOUTHERN CALIFORNIA EDISON
LORAL MANAGEMENT GROUP
RED CARPET, INC.
