Designed to be both management-led and customer-oriented, this dynamic, customized program establishes/enhances core values while enforcing excellent customer service practices. Company values, culture, and standards are the backbone to defining and achieving absolute quality. Participants gain the necessary tools and techniques to meet and exceed customer expectations and to adapt to a variety of customer service situations.
Workshop Objectives:
To establish customized standards and core values
To determine measurements to ensure accountability
To impact awareness of customer service excellence
To provide the tools to attract and retain customers
To enhance problem solving techniques
To improve processes ultimately impacting the bottom line
To improve the ability to understand and relate to customers’ needs
To increase the ability to properly communicate with customers
Topics Covered:
Maintaining a strong value system
Visualizing success and striving for continuous improvement
Acknowledging and stretching comfort zones
Learning why service makes the difference
Creating seamless service cycles
Understanding the “quality pays” equation
Making a connection and communicating with customers
Recognizing the wants and needs of the customer
Adjusting your behavioral style to that of your customer
Discovering how to uncover customer needs
Learning and listening techniques
Eliminating process complexity and variation
Defining the problem-solving cycle
Presenting creative solutions
Workshop Format:
Establish/Enhance Standards and Core Values by assessing needs, defining the implementation process, and establishing the timelines of the program.
Core Values and Standards reinforces the established values and standards, beginning with Department Heads and then continues to each department.
One-on-One Follow-up Consultation Sessions are held with each Department Head several weeks after the program to reinforce concepts.
Optional “Checkpoint” ongoing assessment programs are available.
"Thank you for reminding us why we are here and the true purpose of what hospitality is all about. Your drive and energy will help us keep it alive"
