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Three Year Service Culture Plan
The Three Year Service Culture Plan allows your company to select in any order of priority any three programs to use each year. Implemented in a phased sequence, the plan allows you to introduce a new program every four to six months. The Three Year Service Culture Plan is for organizations serious about a culture change.
This buffet plan allows you to have as much as you want, as fast as you want with no limits. This includes facilitating for management programs, Train-the-Trainer fees, all product, and free replacement materials to cover employee turnover. The savings are significant with the Three Year Service Culture Plan.
The all-inclusive pricing is based solely on the number of employees, regardless of number of locations. Each year we review the number of employees to adjust the agreement. IBB will work with you to maximize success.
Customization, personalization, Best Sellers Publishing books (The Customer is Boss, Loyal for Life and e-Service), travel and shipping costs are not included. All IBB technical support over the life of the agreement is included in the price. This includes unlimited access by phone and email with your designated IBB representatives.
TECHNOLOGY INCLUDED:
Leading Empowered Teams for Service Quality is for everyone in a leadership position. This two-day seminar is designed to get management emotionally committed to exceptional service and trained to reinforce empowered action and improve performance. Focus is on empowerment, team building, coaching, feedback and strategic positioning. Includes in-house facilitation implementation by IBB.
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Attaining Excellence is for employees in a leadership position. A one-day workshop which focuses on increasing understanding of customer service elements, sharpening coaching skills for continual improvements and sparks new strategies for enhancing the service level. Includes in-house facilitation by IBB.
FEELINGS Quality Service First Time Every Time is for the total workforce. An effective video based driven learning system with user-friendly facilitator guide, videos, DVD's or CD's and participant material. Implemented in three sessions of two to four hours each it is designed to change attitudes and behaviours. It teaches the skills of customer service and builds people from within by improving their self worth and self esteem. Each employee receives a participant kit. IBB will develop facilitators within your company who will roll out Feelings throughout. Includes Train-the-Trainer seminars, each facilitator receives a leader guide. Training must be conducted every 60 to 90 days for all new employees. With a low employee turnover rate you need to train each month about 20 new employees. IBB provides all materials regardless of employee turnover.
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BAD (Buck-A-Day) Cost Reduction Campaign is for everyone. A 30-day idea campaign designed to eliminate waste and reduce costs. The campaign is uncomplicated, involves the line staff, easy to implement and arouses interest because it uses recognition and are designed to be fun. IBB provides all materials and support. Software to measure the results is included.
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Loyal for Life, is a Service Recovery program that shows employees how to take a customer from hell to heaven in 60 seconds or less whenever your company makes a mistake. It is built on service recovery and empowerment. Includes all materials for facilitators and participants. Train-the-Trainer seminars are included.
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Exceptional Service is for the total workforce. A four-hour program designed to get employees to provide exceptional service not just good service. Personnel will learn how to identify customer service opportunities - inside and outside the organization - as well as how to capitalize on each opportunity to maximize profit. Includes all materials for facilitators and participants. Train-the-Trainer seminars are included.
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Good Idea Campaign on Quality and Customer Satisfaction is for everyone. A 30- day campaign that puts focus on quality and customer satisfaction. An exciting event that gets widespread employee participation-built on the premise that people closest to problems frequently have worthwhile ideas. Offers a refreshing change of pace from the normal work routine. IBB provides all materials and support. Software is included to measure the results.
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Service First Video Library: Twelve videos, DVD's, CD's or VCD's that teach that teach the skills needed to demonstrate quality customer service at the front line. The programs are designed to improve moral and interpersonal communication and reduce complaints. Your company receives as many sets as needed. We suggest the introduction be personalized with your CEO on the front of Session One with a 60-90 second introduction.
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BAD-is-Back Cost Reduction Campaign should be used in the third year. This campaign focuses on getting the employees to look not only for cost reduction, but productivity improvement as well. IBB provides all materials and support.
New Products
Service Quality Institute is continually designing new programs. Your company has access to all new programs while using the Three Year Service Culture Plan.
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