Service Quality

Products and Services

Service Culture Transformation

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. See further details below.

This three year plan is designed to help your organization create a customer service culture. Phase sequence is tailored to your unique environment.  If money is a concern, we recommend commencing with the BAD cost reduction campaign, the savings from which can then be used to fund your entire three year service culture plan; a low risk and inexpensive approach.

Like a buffet, the plan allows you to have as much as you want, as fast as you want. Pricing includes facilitated workshops with your leadership team (development of your Service Strategy and 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.

Programs and Campaigns included:

Leading Empowered Teams for Service Quality - for everyone in a leadership position. This two-day seminar is designed to get management emotionally committed to exceptional service. Focus is on empowerment, team building, coaching, feedback and strategic positioning. It sets the foundation for a culture of customer service.

FEELINGS- 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.

Empowerment-A Way of Life - a program that is easy to implement and benefits everyone. The tips and techniques can be used every day, at work, at home, and in the community. Everyone– new and experienced personnel–should participate in order to explore in constructive group discussion how each person can use empowerment to the company’s long-term advantage.

BAD (Buck-A-Day) Cost Reduction Campaign - 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 is designed to be fun.

Speed…Do it Fast. Do it Now. Do it Right This programme is focused on dramatically shrinking the time it takes your staff and organization to get things done. Speed consists of a 2 session programme, 3-4 hours per session, the facilitator guide, 2 DVD's, videos or CD's and a participant kit.

Remember Me - Remember Me dramatically improves your employee’s ability to remember and easily use a customer’s name–and overcome roadblocks to remembering–significantly improving their overall customer service experience.

Loyal for Life - 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.

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.

Good Idea Campaign on Quality and Customer Satisfaction - 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.

Exceptional Service - for the total workforce. A four-hour program designed to get employees to provide exceptional service not just good service. Staff 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. 

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