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Participants at a recent workshop juggling "priorties"
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Juggling
Life's Priorties
This
exercise is a great icebreaker or opener for your meeting
or conference or a great finish! Juggling Life's Priorties
is a fun team-building exercise using scarf juggling. The
objective: instill in your staff a sense of responsibility
to the customers while learning to enjoy the
important work they carry out.
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21st Century Service—Get the Leading Edge!
Find
out why the customer isn't king--but dictator! Learn what
customers expect and how those expectations will affect
your organization now and in the future. Also, learn how
customers are totally reinventing standards of service and
how you can meet the challenge. Participants will also learn:
- Six
important steps to developing a customer orientation
- How
to motivate front-line staff to provide exceptional service
- How
to change their attitudes about complaints and to use
them to their advantage
- How
to use the great power of testimonials
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Get
a Life!—Finding a Saner, Simpler Existence
As
humans, we have become jugglers of relationships and responsibilities.
We understand that maintaining a complicated but essential
balance between work, family, friends and private time creates
happiness. In this workshop, participants will discover:
- That
"doing it all" is unrealistic, outdated and
has left us frustrated and exhausted;
- How
others are redefining success and what choices and compromises
they have made along the way;
- Possible
solutions to our quest for meaningful work and a balanced
life.
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Life
Inside the Fishbowl—A Front Liners Guide to Customer
Service
 Developed
especially for front-line staff, this workshop provides
an intense focus on listening and communication skills,
telephone and greeting
skills and learning how to deal with cranky customers.
More
specifically, participants will:
- Learn
that we all hear the same, but interpret differently and
that the customer's perspective is not knowing
- Learn
the Communications Loop with the use of role-play.
- Learn
how to answer the telephone in a proper manner, how to
take adequate notes, how to transfer calls, place customers
on hold, etc.
- Learn
how to greet customers and introduce yourself.
- Learn
the necessary power words and phrases that will underscore
your commitment to service excellence.
- Learn
that people sometimes get upset or emotional and how not
to take those emotions personally
- Learn
how to allow them to express their thoughts and feelings
- Learn
how to help identify their problems
- Learn
not to tolerate abuse or threats
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Hiring,
Cultivating and Keeping Service Heroes
Service heroes don't just drop from the sky-they're cultivated!
In this session, you'll learn:
- What
to look for when hiring front-line staff;
- How
your behavior can affect everything your employees do;
- How
you can be a service role model
From
helping your front-liners explain your policies to finding
out what really drives your staff crazy, you'll go away
with lots of practical, hands-on ideas-ideas that can help
you develop your staff into a highly-competitive, customer-driven
team
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Standards
of Service Exercise
In
this very popular exercise, we act as facilitator to assist
your staff in developing several standards of service for
customers. For example, the staff may wish to devise a standard
for answering all telephone calls in a timely manner; to
ask customers if they wish to be placed on hold, etc.
Participants
will develop from three to five ideas that will improve
service or set a standard of service which can be implemented
immediately at no or little cost.
This
exercise can be very successful because the ideas for improvement
come from your front-line staff--not you. As such, they
maintain owership
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Front Liners-They'll
Make or Break You!
Be
they secretary, custodian or clerk-no one
in your organization has as much responsibility for keeping
customers as front-liners do. In this class, you'll learn
how to successfully train and motivate your front-line staff
to become valuable, topnotch problem-solvers for your agency
or business.
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Registration
Roadblocks-Detour to Success!
Do
your customer's constantly complain about your registration
process? Do they hate to wait in line? Find out if your
registration and front desk procedures could be turning
your customers off-and away! In
this seminar, you'll go home with lots of new ideas that
will improve your customer service.., and your bottom line!
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