In today’s fiercely competitive world, superior customer service is the most reliable way to grow your business. With our proven system and large collection of training programs, we can help you retain customers, build market share and improve worker performance. Our programs will empower your employees, increase productivity, and improve Customer Satisfaction.

Leading Empowered Teams for Service Quality

Management Development Program

The most effective leadership program to teach managers how to stablish team purpose and direction, coach team members to improve performance, empower team members to realize team and individual potencial, and build teamwork to pool resources and synergize, aiming to create a better customer experience and improve bottom-line results. You can count on our expert consultants to facilitate this interactive 16h workshop, or you can get your staff certified to do that.

COACHING FOR SUCCESS

Leadership Development Program

A successful manager creates an environment where employees, from the highest performers to those struggling to achieve, understand that YOU are there to serve them—to put them first—and bring out the best in them. This valuable program is designed to help you because your role as coach is crucial and delicate—to set expectations for performance, yet help each individual employee to nurture growth, development and achievement. The training and techniques outlined in this program will help you and your entire organization succeed in the face of any obstacle. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

Service First Program

Continuous Education Series

12 sessions with the most important concepts and techniques to inspire and empower employees to improve customer service! We can work on one topic a week, or one topic a month with your team, face to face, or virtually. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

FEELINGS for Professionals

in 3 sessions + follow-up

FEELINGS achieves a positive transformation in employees by increasing awareness of customer needs, improving skills for dealing with customers, increasing employee’s self-worth and improving communications and cooperation with other employees. FEELINGS is conducted on-site where your employees work (saving you time and money) in three sessions spaced one week apart. Each session is 2-4 hours long. A follow-up session is conducted 30-60 days later. The FEELINGS technology is also designed so you can implement the system at either one location or many locations simultaneously, ensuring a consistent image and message company-wide. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

FEELINGS for Healthcare

creating the ultimate patient experience

Specific FEELINGS version for the Healthcare Industry. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

FEELINGS for Retail&Service

in 3 sessions + follow-up

Specific FEELINGS version for Retail and Services Retail. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

Remember ME

in 2 sessions

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. The REMEMBER ME program will: *Describe the reasons for remembering and using names. *Define the customer experience and how customers interpret and react to an employee who remembers them. *Briefly discuss how the brain acquires, processes, and stores information. *Recognize the important detail you should remember about your customer and your interactions with them. *Identify several techniques for remembering and using names and recognizing faces. *Show how to utilize proper name etiquette. *Understand how remembering your customers’ names can help you defuse problem situations.

Handling Irate Customers

and difficult situations

Distinguish your organization from the competition in the way it handles customer complaints, with this unique interactive program (2 sessions of 4h each) that teaches employees how to 1.Diffuse irate customer encounters. 2.Overcome difficult situations with customers. 3.Develop a routine to handle problems. 4.Recover following stressful encounters.

LOYAL FOR LIFE

Service Recovery Program

How to take unhappy customers from hell to heaven in 60 seconds or less. The LOYAL FOR LIFE compact 4h program will help your employees develop the right attitude as well as understand and implement the techniques that are essential for service recovery. These practical tips will provide the tools employees need to make quick decisions to solve the problems - all in 60 seconds or less - that your organization created, or was perceived to have created. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

SPEED

in 2 sessions

Alter your employees’ mindset, eliminate barriers, and empower them to act quickly, and review restricting policies and systems. This training program gives your employees the Speed mindset and empowerment to produce quick, quality and unexpected turnaround every time. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

Empowerment

in 2 sessions

The "Empowerment: A Way of Life" program is not a list of rules. It’s a way of life that you will enjoy! Managers, employees and the organization will benefit in so many ways when empowerment is part of your business culture. Empowerment improves employees' job performance and makes them a true asset to your organization. DFY or DIY.

MOVING UP

Motivational Program

MOVING UP is a 2 session program, designed to help employees improve their own feellings of self-worth and move up within their organization. It is structured to dramatically increase their belief in themselves by focusing on their own skills, talents, and abilities as well as identifying areas for improvement and further development. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

Exceptional Service

compact 4h program

The most complete compact treatment of the exceptional service philosophy and on-the-job service techniques–designed specifically for all employees, including new hires, who impact, directly or indirectly, the quality of customer service. DFY (Done For You) by our excellence consultants, or DIY (Do It Yourself) with our complete support and guidance, including Facilitator's Guide and learning materials.

Your employees can become "black belts" in customer service and operational excellence!

We are the only consulting organization that can guide you step-by-step through the implementation of a solid culture of service excellence, and increase your sales, for as little as $57 a month per person.