Our organization has something that is probably very different than what you would think of when you think of customer service training.  What I do with your group will not only make you better at customer service, but possibly award winning.

The program involves more than classes or training, it is actually a whole new way of approaching employees that translates into unbelievable customer service.  I implemented this at a Medical Center quite a while ago and they won a National Patient Care award in 2002. Many of the things we did were mentioned as the reason their patient's were so pleased with their experience.

Here's how it all works;

1. I sit with you and several key people you choose and we do about a one to two hour assessment of the current situation.  This assessment I will bring looks at many of the systems and processes you have in place that you wouldn't normally think as being relevant to good customer service, but they are. 
   
   Once I gather all this information it will filter down to a “plan of action.” This plan is done to create a workplace environment that has spectacular customer service as a natural outcome, with one more piece of information.
   
   
2. Next we will do a walking tour of your facilities, keeping our “plan” in mind. We will look at things from a customer's perspective, an employee's perspective, and the perspectives of all others who are in the environment on a day to day basis.  I provide a guide of "things to look for" on this tour.  We then roll this additional information into the plan mentioned above.
   
3. When we have a plan that we think gets at customer service on all fronts we then set it in place along with;

• a schedule of when things can/should be done,
• who will be responsible for each recommendation and
• The outcomes we expect from the action. 

The plan will suggest;

• some systems adjustments,
• recommend some different training programs, (not all on customer service alone but things that will get you there)
• ideas on the best way to deliver the training
• show some spots where environmental enhancements would help
• suggest some new, ongoing in-house programs, that aren't training, that will get you where you want to be
• other ideas that we discovered

At this point I could do training however that would remain to be seen. Our plan may show that talking about or teaching some of the points in our plan might better be served by people already on staff.  I would then facilitate more of a train the trainer.  This is important because often current staff may carry more credibility and know how to make some of the points in the training really come alive with examples right out their observations.

We could see what training you would need from me when we see the plan.

So, what does all of this cost?  The first three steps are done for a flat fee of $3000. 

If you would like me to do some of the training identified in your plan of action we can discuss the best and most cost effective way for you to do this. Training in full day increments is typically charged at $3500/day. When I do multiple days with an organization, or have done an earlier project, such as the steps above, I discount this daily rate.

Programs I do that get at Customer Service Issues are;

"Learning to Play More To Keep From Turning to Crispy Burnt Toast" — Now while you are scratching your head asking, “What does this have to do with customer service?”, be assured, this program is about taking personal responsibility for your own morale, that of your colleagues, and extending this to everyone you come in contact with during the day.

“Stop Going Bananas -The Secrets of People Being Together” — This program goes through the 10 dimensions from my book, “Office Peace .” This fun program shows how an across the board application of these tenets allows you make a positive experience out of every encounter, even the tough stuff.

Other programs that may be relevant that I have are:

“Not Everything That Gets People Going Comes with a Dollar Sign” and several Manager Training Programs.

My speaking methodology

“You can learn more about a person in an hour of play than a year of conversation ,” Plato

I am known for using a lighthearted approach to training utilizing props rather than paper for people to remember each of the points we make. This method does several things;

• Makes coming to training programs fun which in turn,
• Makes the experience easy to digest, breaking down barriers to learning
• Creates incredible retention of the material for a long term impact
• Lots of content that is useable

I also publish a free monthly on-line newsletter called Banana Bites which you can sign up for right here on the contact us page. It offers suggestions for employee work-life success.

References are happily provided upon request.

Call Barbara NOW if you have further questions that will help you determine if this is a good fit for you at 303-984-9271 or contact us about this special option.