TOC
Delivering Premium Customer service
This half-day employee and management training program emphasizes the importance of making a Good First Impression. Only then can we expect to deliver First Class Service to our customers.
Refresh or Enhance Your Company’s Service Level
Through the use of motivational and inspirational stories and short, but compelling videos, this seminar is a truly effective learning experience that provides practical and effective tools that will increase motivation at all levels.
Employees and companies will benefit with better service, productivity, morale and reputation; relations with customers, fellow workers, family and friends will improve; reductions in lateness and absenteeism will occur and employee turnover will reduce. When staff return to their jobs they will be more confident and motivated.
Your Program Include These Five Segments
– Understanding COMMITMENT to jobs, customers, employers and fellow employees
– Reinforcing LEADERSHIP skills and defining the true meaning of leadership
– Identifying the effects of positive and negative ATTITUDES
– Defining levels of SERVICE
– Understanding why TEAMWORK is critical for FIRST CLASS SERVICE
Course Outline
First impressions
- Eye contact
- Winning smile
- Friendly greeting
- Good grooming
- Neat appearance
- Positive body language
- Courteous and attentive
Commitment
- Commitment defined
- Accepting responsibility
- Performing and working together
- Showing commitment on the job
- Effects of complacency
- Causes, reasons and effects of lateness
- Causes, reasons and effects of absenteeism
- Personal goals
- Personal challenge
Leadership
- Leadership defined
- Qualities
- What leadership isn’t
- Three obstacles to good leadership
- Peer pressure
- Constructive criticism
- Effective communications
- Nobody ever listens to me
- The power of listening
- Leadership in action
- Good listening skills
Attitude
- Positive and negative
- Aspects of positive attitudes
- How to be happier at work
- Self-esteem and self-image
- Managing workplace negativity
- Confidence shakers
- Employees and customers
- Video – attitudes are contagious
Service
- Customer service defined
- The 3 characteristics
- Johnny the Bagger video
- Creating a pattern of service
- Video – Customer love
- Creating customer mindset
- Indifference
- Dealing with unhappy customers
- Developing customer loyalty
Support and Teamwork
- Video – teams pull together
- The 3 C’s of teamwork
- “That’s not my job!”
- Habit of blaming others
- No department is an island
- Lack of communication
- Why employees leave
- Consequences
- No complaint rule
- Triple filter test
- Compliments and praise
Employees and companies will benefit with better service, productivity, morale and reputation; relations with customers, fellow workers, family and friends will improve; reductions in lateness and absenteeism will occur and employee turnover will reduce. When staff return to their jobs they will be more confident and motivated.
Who Should Attend?
Every employee can benefit from this course especially those who influence customer service:
- Service employees
- Support department employees
- Supervisors
- Managers
- Owners
Key Selling Points
- Learn to make good first impressions.
- Improve employee commitment to job, customers, employees and employers.
- Every employee is a leader.
- What leadership is NOT.
- The power of listening.
- Enhance communication between customers, employees, visitors.
- Identify causes, reasons and effects of lateness and absenteeism.
- Managing workplace negativity.
- Creating a pattern of service.
- The no complaint rule.
- Control and reduce turnover.
- Improve profits.
- Improve service levels and enhance customer service.
Your Course Trainer
For the past 35 years Wayne Newell has served in senior management, financial and leadership roles with companies in Canada, the United States and the Caribbean. His experiences and expertise contributed to financial improvements and profitable growth for his employers.
He developed this training course, A Touch of Class, while managing a retirement/nursing home/assisted living facility with 200 residents. When assigned to this project, the company was seriously missing its marketing and financial objectives – occupancy of 225 units was 35%. Employee turnover was 340%.
After implementing The Touch of Class training program, employee morale increased dramatically, lateness and absenteeism reduced significantly, employee turnover fell to 42%, occupancy increased to 92%, resident satisfaction approached 95% and revenues increased to the point the facility became and remained profitable – all in 17 months. He attributes this training program as the principal reason for the facility’s long-term success.
Since 2003, Wayne has presented his two other training programs which include portions of the Touch of Class training program and have been attended by over 2,700 participants.
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