Sample of COURSES

1) SERVICE and SERVICE RECOVERY
Day-long or half day course which conveys the company’s specific approach to guest service. The basics of service are conveyed through an engaging combination of role-play, question and answer, interactive dialogue, industry videos, and other media. This program is designed uniquely for the individual company.

The second portion of the program focuses on the paramount importance of service recovery. We place tremendous importance on the fact that no guest is to leave unhappy. So what should we do when a guest is unhappy?

2)TRAIN THE TRAINER
This course, offered over two successive days (approximately three hours each day), utilizes, lecture, hands on application, homework preparation, and dialogue to minimize training time and maximize training results. How do I get my department to move away from only being able to put out ‘fires’? How can we cease existing in permanent crisis mode? This course is very effective for assisting junior and senior managers in the all important ‘checking for understanding’ when it comes to communicating service requirements.

Sample of SERVICES

1)SERVICE STANDARDS REVIEW and REWRITE:
Design and / or refine existing service standards.
Thorough review of service paradigm upon which all brand standards are constructed.

“Are our standards helping or hindering our process?”
“Is there adequate buy-in and support to allow service paradigm to be a success?”
“How well are employees oriented to standards?”
“Are standards emphasized adequately and consistently to allow for maximum exposure?”
“How well do our managers or team leaders ‘practice what they preach’ and do we foster a culture of leadership by example?”

2) SERVICE AUDITS
“Secret shops” in which strategically placed auditors, masquerading as guests assess the service performance of various employees and departments without interfering in private events. Reports are compiled on a cross section of employees.

3) SERVICE SHADOWS
Employees are knowingly ‘shadowed’ and given on the spot feedback regarding observed guest interactions. Adjustments are made as necessary.