• Develop world class service
• Define service recovery
• Identify service recovery procedures
• Master empowerment

• Improve the quality of customer service delivered
• Provide methods to satisfy the needs of your customers
• Techniques on how to better relate with co-workers
• Improve attitudes and frame of mind
• Improve lines of communication with supervisors
• Develop confidence in oneself and one’s ability

Five Star Service was carefully designed to improve and sustain the performance of front-line employees. In the hospitality industry, guests are the key to success. Having a well trained and service oriented staff would help to reach this attainable goal: Five Star Service in any hotel environment. Also available in Spanish.

• Your role in service quality
• Care and Concern
• Value-Added Service Problem Solving and
• Service Recovery

The Good Idea Campaign focuses on quality and customer satisfaction. It is a month-long special event that encourages everyone to seek out improvement opportunities and find ways to eliminate recurring problems. The campaign asks everyone to start the opportunity search by taking a fresh look at his or her own job or work area. The campaign is fast-moving, well-organized and puts immediate objectives clearly in focus. It boosts morale, opens communication channels and provides a refreshing change from normal routines. It’s a bottom-up campaign that can be conducted in its entirety by a team of your own employees. It can operate as an independent month-long special event or be used to stimulate an on-going employee involvement program. We provide the total campaign system with materials personalized for each client organization.

Service First, the customer service video library, a powerful video-based training system based on group interaction, that makes it easy to train any number of employees - with no limits-, with immediate results, and NO additional cost to educate new staff in the future. It is so easy that you won't have to invest in experienced facilitators or devote a lot of time. There are 12 videos, of 15 minutes each, that will allow you to train your entire workforce in the art of exceptional service, with a new and fresh session each week or each month.

The Library Series is available now in 4 separate formats:

• VHS
• DVD
• VCD
• CD-ROM