|
DELIVERING
EXCEPTIONAL SERVICE 
By:
Teri Yanovitch
All aspects of the
customer’s interactions with your organization have an impact on the
perception of their experience. This
program highlights the role of people, processes, and delivery.
Based on a model used by outstanding service driven organizations,
it identifies the key points in the service experience that provide
opportunities to create a positive lasting impression.
While the delivery of exceptional service must be carefully planned
and managed, it should become viewed not as an “add on” or exception,
but as “the way we do business”.
A
service strategy helps define the image of the organization and provides a
guideline for decision-making. This
program highlights the development of a service philosophy and service
standards. These will shape
the culture of the organization by assisting all employees to know their
role in regards to interacting with the customer, both internal and
external. It will also bring
consistency among departments to ensure a seamless experience for the
customer. Taking a Service
Walk through the “eyes of the customer” is one of the tools employed
to identify key points of contact to help turn a mediocre/indifferent
customer interaction into a positive interaction.
Studies show customer loyalty is
directly related to employee loyalty.
Employee loyalty is a result of commitment and partnership between
the organization and the individual worker.
Motivating workers to deliver optimum performance involves creating
an emotional connection between the employee and their work.
This program highlights: hiring
and selecting the “right fit” person, training methods to ensure
employee success, importance of information sharing, and effective
reward/recognition systems.
Enhancing Working Relationships
By:
Carol A. Hacker
SEMINAR OVERVIEW:
This seminar is designed for anyone who manages, supervises or leads employees who are at times difficult and challenging. You will learn how to turn non-performers around through coaching, counseling, and constructive feedback. You will leave with proven strategies for maintaining a well-balanced team. When you improve your ability to enhance working relationships, everybody wins!
SEMINAR AGENDA:
In this interactive workshop, maximize your potential and learn how to keep your employees achieving at peak levels. Find out how to tackle performance and behavior problems as well as how to apply the power of positive reinforcement. If your success depends upon moving people from “no” to “yes” and gaining cooperation from every member of your team, attend Enhancing Working Relationships. You will learn how to:
-
Rescue employees who are trying but failing.
-
Meet the “morale busters” head-on.
-
Implement documentation procedures to support necessary disciplinary action.
-
Provide constructive feedback and not be hated for it.
-
Use a win-win approach in dealing with difficult people.
EFFECTIVE
PRESENTATION SKILLS:
By:
Teri Yanovitch
Time
Frame:
Will work with client to determine best approach.
Can range from one-on-one coaching to 2-day workshop.
Objectives:
To help the participants become comfortable speaking in front of a
group whether just presenting an idea or delivering a formal presentation.
Content may include developing an effective speech, videotape of
participants, and follow-up critiques.
Audience: Any
function or level
BUILDING
TEAMWORK AND COMMUNICATIONS:
By:
Teri Yanovitch
Time
Frame:
half day or full day
Objectives:
To help participants identify their personal behavior style and
also learn to identify the behavior style of others. By using profile instruments, the participants will learn the
importance of adapting their style to build better relationships and more
effective communication. This
is an excellent session for companies wishing to strengthen inter and
intra department collaboration. It
is also excellent for sales employees wanting to build a better rapport
and relationship with their customers.
Interactive activities throughout the workshop will reinforce the
teamwork and relationship building elements.
Audience: Any
level
IMPROVING
LISTENING SKILLS:
By:
Teri Yanovitch
Time
Frame:
half day or full day
Objectives:
The greatest of all skills is to be a good listener, yet
it is a skill least practiced and taught.
This workshop, using a profile assessment, will determine the
participant’s most frequently used listening approach and how to develop
this skill to improve overall communications and better relationships.
It will also help participants to appreciate the value of the
various listening approaches in different environments.
Audience: Any
level
EFFECTIVE
PEOPLE SKILLS:
By:
Carol A. Hacker
Time
Frame:
half day or full day
Objectives:
To help participants who want to develop their “people skills”.
Many times, an individual may be an excellent technical expert in
an area, but lack the ability to communicate effectively or lead/manage a
work group successfully. This program will cover different personality styles and how
to deal more effectively with other styles.
It will also cover listening, working collaboratively, levels of
asserting, and different tactics for influencing others.
Role-playing will be involved to practice each of the different
skills.
Audience: Any
level
By:
Teri Yanovitch
Time
Frame: half
day or full day
Objectives:
Good
leaders know how to motivate others by using influence tactics that appeal
to the people they are trying to influence.
By using an assessment profile, individuals will identify and
explore their own preferred influence style and their strengths and
weaknesses as an influencer. Recognizing
there are ethical and unethical influence tactics, this session will focus
on ten tactics for influencing others with integrity.
It will also teach a process for deflecting unethical influence
tactics. Sources of personal
and organizational power will be addressed, as well as, how to build your
power base.
Audience: Any
level
By:
Teri Yanovitch
Time
Frame:
half day to full day
Objectives:
For those companies that feel they have too much waste,
inefficiencies, and hassles in their work processes, this program will
help to pinpoint the reasons why and what it will take to improve.
Tools that can immediately be implemented will be
explained.
Upon completion, the participants will understand the value of
internal customer/supplier relationships and how to clearly communicate
requirements to ensure correctness, completeness, and consistency in
meeting the final customer’s desires.
Audience: Any
level
|
