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Presentations and Workshops |
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THE SIX PRINCIPLES OF SERVICE EXCELLENCEDoes your organization have a clear-cut service philosophy that every employee knows, owns, and energizes everyday? Do you have systems and processes in place that support and drive service, performance, and operational excellence? If your answer is no, this action-oriented leadership session is a great start for your organization.
This workshop is based on the popular book, Six Principles of Service Excellence, workshop and reveals the roadmap to achieving service excellence, the significance between satisfaction and loyalty, the impact on employee engagement, and common gaps that prevent organizations from driving excellence. A Service Excellence Gap Analysis is conducted to identify unique service gaps within your organization, and a preliminary execution strategy for closing service gaps is established based on best practices and business models of world-renowned organizations like GE, Disney, Nordstroms, and The Ritz-Carlton.
Topics covered include:
- The Roadmap to Service Excellence
- Defining Service Excellence
- Customer Satisfaction versus Customer Loyalty
- The Six Principles of Service Excellence
- Service Excellence Gap Analysis
- Preliminary Execution Strategy
TRANSFORMING THE ENTERPRISEHow do you measure the effectiveness of training? How do you successfully facilitate change within an organization? If these are some of the burning, unanswered issues within your organization, not only this learning opportunity ask the age-old question, it will also provide greater insight. After much collaboration and benchmark research, Vivian and Theo have uncovered the Five Essentials to Transforming your Organization.
This powerful senior leadership presentation not only uncovers deeper answers to the questions most leaders wrestle with, but it also pinpoint with accuracy exactly what internal support mechanisms are necessary to drive sustainable change and transformation. If you are looking for a enlightening experience that will positively shake things up and challenge your leadership team to higher performance levels, consider this leadership development session.
Topics covered include:
- The Three Dangers that Impede Excellence
- The Purpose and Objective of Training
- Primary Causes of Low Performance
- The Five Essentials to Transforming the Enterprise
- Organizational Transformation Diagnostic
- Preliminary Execution Strategy
BECOMING A LEVEL THREE ORGANIZATIONHow effective are your leaders at driving excellence? How effective is your organizational service philosophy? What key factors are necessary to achieve a higher level of organizational and leadership effectiveness in driving excellence? This advanced leadership session, is designed for organizations that are already on the path to developing and refining their service philosophy, yet wrestle with implementing appropriate, sustainable support mechanisms and processes to promote employee engagement and leadership accountability.
Organizational Effectiveness is the backbone to sustaining a culture of Service, Performance, and Operational Excellence. Becoming a Level Three Organization is clearly about increasing effectiveness. Instead of taking the typical cookie-cutter approach, this diagnostic journey outlines what it takes to successfully move your organization from great to superior service time and time again.
Topics covered include:
- The Six Principles Overview
- What is Your Core?
- The Three Levels of Organizational Effectiveness
- The Three Levels of Leadership Effectiveness
- Organizational Effectiveness Gap Analysis
- Preliminary Execution Strategy
RAISING THE BARAre you looking for a learning opportunity that will ignite the fire within your employees to raise the level of service they currently provide? RAISING THE BAR can be delivered as a one-hour presentation at your next all employee meeting, departmental meeting, or conference. Or it can be extended to a half-day workshop for your front-line, administrative, and support employees and supervisors.
Topics covered include:
- Eleven Simple Ways to Create Customer Loyalty
- The Basic Problem Resolution Process
- Identifying and Overcoming Barriers to Excellence
Participants completing this workshop will be able to: Define what service excellence is within their organization; Identify the characteristics of an exceptional service experience; Pinpoint the needs of their internal and external customers; and Understand their personal role and contribution in driving excellence. In the half-day program, participants are motivated to create a personal action plan that outlines their commitment to driving excellence.
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Latest Events
- InterContinental Hotel Group (Atlanta, Ga)
July 30, 2008 (9:00 am) - July 31, 2008 (5:00 pm)
(PSBD Events) Executive Presence for the Non-Executive
- InterContinentsl Hotel Group (Atlanta, Ga)
August 12, 2008 (9:00 am) - August 13, 2008 (5:00 pm)
(PSBD Events) Executive Presence for the Non-Executive
- Emory Center for Lifelong Learning (Atlanta, Ga)
August 19, 2008 (1:00 am) - August 20, 2008 (9:00 am)
(PSBD Events) Executive Presence for the Non-Executive
- Traditional Jewelers (Newport Beach, CA)
September 08, 2008 (9:00 am) - September 09, 2008 (5:00 pm)
(PSBD Events) Unleashing Leadership Potential
- The Governor's Office of Customer Service
September 09, 2008 (9:00 am - 5:00 pm)
(PSBD Events) The Customer Service Champion's Retreat
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