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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

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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

photo Wayne NewellFor 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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  • Upcoming Courses

    BRANDON – CARM
    Strategic Planning – December 3, 2019

    CALGARY – CGYCA
    Strategic Planning – November 18, 2019
    Profitable Contracting – Nov.  20, 2019
    Finance & Accounting – Nov. 21, 22, 2019

    FLIN FLON- NMMA
    Profitable Contracting – October 15, 2019
    Profitable Contracting – October 16, 2019
    Accounting Basics – October 17, 2019
    Touch of Class – October 18, 2019

    KELOWNA – SICA
    Strategic Planning – October 21, 2019
    Profitable Contracting – October 22, 2019
    Finance & Accounting – Oct. 23, 24, 2019

    OTTAWA – OCA 
    Strategic Planning – February 19, 2020
    Profitable Contracting – February 20, 2020
    Touch of Class – February 21, 2020

    PORTAGE la PRAIRIE – CARM
    Profitable Contracting – December 4, 2019
    Finance & Accounting – December 5, 6, 2019

    PRINCE GEORGE – NRCA
    Strategic Planning – Nov. 12, 2019

    Profitable Contracting – Nov. 13 2019
    Finance & Accounting – Nov. 14, 15 2019

    REGINA – RCA
    Strategic Planning – March, 2020
    Profitable Contracting – March, 2020
    Touch of Class – March, 2020

    SASKATOON – SCA
    Strategic Planning – March, 2020
    Profitable Contracting – March, 2020
    Touch of Class – March, 2020

    TORONTO – ORBA
    Strategic Planning – Feb. 27, 2020
    Profitable Contracting – Feb. 28, 2020

    TORONTO – TCA
    Construction Accounting Fundamentals – Nov. 28, 2019
    Strategic Planning – Nov. 29, 2019
    Profitable Contracting – Feb. 24, 2020
    Finance & Accounting – Feb. 25 & 26, 2020

    VANCOUVER – VRCA
    Profitable Contracting – Nov. 5 2019
    Finance & Accounting – Nov. 6, 7 2019
    Strategic Planning – Nov. 8, 2019

    VICTORIA – VICA
    Profitable Contracting – Oct 30, 2019
    Finance & Accounting – Oct. 31, Nov. 1

    WINNIPEG – WCA
    Construction Accounting Fundamentals – Nov. 25, 2019
    Strategic Planning – Nov. 26, 2019
    Profitable Contracting – Mar. 3, 2020
    Finance & Accounting – Mar. 4 & 5, 2020

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