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Consulting and Customized Interventions PDF Print E-mail

THE SERVICE EXCELLENCE WORKSHOP & LEADERSHIP TOOLKIT

Even if your organization has an impressive service philosophy (i.e., vision statement, mission statement, and service standards) just mounting them on the walls of the office does not ensure employee buy-in and commitment. The Service Excellence Workshop is a customized intervention that is designed to help employees understand the motive behind service excellence, and how they can become valued contributors to the organization’s success.

Module 1 – The Leadership Toolkit for Creating and Sustaining a Culture of Service Excellence (4-5 hours)
  • The Role of Leadership in Driving Excellence
  • Leadership Function versus Purpose
  • Department Function versus Purpose
  • Sustaining Our Service Culture
  • Identifying Barriers that Prevent Us from Achieving Excellence
  • Preliminary Service Excellence Action Plan
  • Applying What You Have Learned


Module 2 – The Service Excellence Workshop (4-5 hours)
  • Test Your Service Excellence Knowledge
  • Defining Service Excellence
  • Service is Emotional – Your Service Experiences
  • Characteristics of a Service Professional
  • Who are Your Customers
  • Understanding Our Service Philosophy (Vision, Mission, Service Standards)
  • Applying What You Have Learned


Module 3 – The Train-the-Trainer Materials (8-hours)
  • Service Excellence Workshop Objectives and Review
  • Participant Manual Walk-through
  • Facilitator Tips for an Exceptional Workshop Experience
  • Facilitator Practice Teach Assignments
  • Facilitator Practice Presentations & Critique
  • Workshop Roll-Out Timeline


The Service Excellence Workshop and Leadership Toolkit are interventions that will lead to greater sustainability of your service culture and philosophy. The development process of this customized intervention starts with your selection of an internal Service Excellence Team, consisting of 8-10 of exemplary leaders and employees within your organization. The Service Excellence Team meets for 2-days to refine or develop to

THE SERVICE EXCELLENCE SITE VISIT AND AUDIT

Our Service Excellence Site Visit and Audit is an excellent opportunity to have an outside, objective, Performance Consultant work with you to assess the strength and weaknesses of your organization’s service philosophy, identify barriers that are impeding the achievement of service, performance, and operational excellence, and help you develop a comprehensive strategy for improvement.

We work with a designated leader within your organization to schedule the Site Visit, meet with a cross-section of your employees and leaders to determine where gaps may exist throughout the organization. The Service Excellence Audit includes a detailed look at your Human Resource, Training & Development, Internal Communications, and Operational processes and practices. Written recommendations with an Action Plan for improvement and sustainability are provided within ten days of the visit.

THE LEADERSHIP ACADEMY

Do you yearn to have a comprehensive Corporate University program like the big companies, but lack the time and resources to do so? Now, with The Leadership Academy small to mid-sized companies can also enjoy the prestige of offering their employees the benefits of a robust leadership development program. The Leadership Academy consists of seven information packed modules that can be customized to incorporate and reinforce the unique operational aspects of your business.

The Leadership Academy includes:
  • MODULE 1- THE LEADERSHIP TOOLKIT FOR DRIVING SERVICE EXCELLENCE
  • MODULE 2 – HUMAN RESOURCE FUNDAMENTALS
  • MODULE 3 - BUSINESS & FINANCIAL ACUMEN
  • MODULE 4 - PROBLEM RESOLUTION & EMPLOYEE EMPOWERMENT
  • MODULE 5 - WORKPLACE SAFETY & SECURITY
  • MODULE 6 - TRAINING & DEVELOPMENT ESSENTIALS
  • MODULE 7 – THE BASICS OF QUALITY MANAGEMENT


These are essential topics in which every leader should be well-versed and competent. Modules can be purchased as a set or separately, and customized to meet the unique needs of your audience. Call today to take advantage of this exceptional learning and development opportunity for your current, high-potential, and emerging leaders, and within 90 days we can have your custom-made leadership academy up and running!

THE ART OF PROBLEM RESOLUTION & EMPLOYEE EMPOWERMENT

Do your employees possess the skill, knowledge, and confidence to proactively resolve customer issues and concerns with a high level of personal ownership? If not, this half-day workshop is designed to empower your employees not only to effectively resolve issues, but also create customer delight.

The five steps to problem resolution will be covered, along with common mistakes we make when resolving issues. Participants will also walk away with tips for handling difficult customers; what do and not say, and surefire options to offer the customer when you cannot say “yes”.

Role playing scenarios are incorporated into the workshop to bring the learning to life, and each participant walks away with an action plan for success, and a personal commitment to improve their skills.

If you are looking for the right intervention to jump start employee empowerment within your organization, this action-packed workshop can be brought to your location, and even customize the program based on the uniqueness of your organization.

DIVERSITY AWARENESS IN THE WORKPLACE

Learning is a journey. To continue to grow as an individual it requires the understanding that a life built on principles is a life of continuous evaluation, change and growth. The reality of life is that your perceptions - right or wrong - influence everything else you do. Maturity is when you can obtain a proper perspective of your perceptions, and then begin to work on areas that need improvement.

After attending this workshop, participants will be able to:
  • Fully understand what Diversity is and how valuing it in the workplace impacts the strategies, policies, business operations of the organization as well as the actions of every employee
  • Understand and leverage diversity in the workplace; Understand that acknowledging and then tearing down any personal prejudices or barriers is not only the right thing to do but also the smart thing to do
  • Commit to a personal action plan of improvement based on a clearer perspective of ones perceptions.


What makes our diversity program different from others is our ability to link its importance to the service philosophy of our organization. As with all of our signature programs, DIVERSITY AWARENESS IN THE WORKPLACE can be tailored to meet the distinct needs of your organization.

ORGANIZATIONAL ALIGNMENT / LINE-UP PROCESS

Our seasoned Performance Consultants will work with your organization to design a customized, easy to implement process for continually reconnecting your employees with the purpose of their work -- to create excellence everyday. Once you have selected an internal Line-Up Development Team, we will: Educate the team on the importance of organizational alignment in driving excellence; Conduct a gap analysis to determine the most effective Line-Up Process based on your operational needs, train your leaders and team members on how to facilitate fun, informative, and meaningful Line-Ups, and assist with the implementation and roll-out of the process.

The following tools are part of this engaging initiative:
  • The Organizational Alignment/Line-Up Library Manual & CD (24 weekly topics included)
  • Line-Up Training Materials
  • Line-Up Sustainability Audit
With our assistance, your Daily or Weekly Line-Ups can be up and running within 30 days. If implemented successfully, we guarantee the process will reinforce your organizational service philosophy, increase worker efficiency and effectiveness, and sustain a greater level of alignment and communication across all teams, departments, and divisions.

NEW EMPLOYEE ORIENTATION / DAY 30 FOLLOW-UP

There is no better opportunity to educate and reinforce the service philosophy and values of your organization than New Employee Orientation. Our seasoned Performance Consultants will work with your internal Training or Human Resource professionals to enhance or develop your New Employee On-Boarding Process.

The process of helping you enhance or refine your On-Boarding is a four step process:
  • EDUCATE leaders on the purpose and role of New Employee Orientation in driving excellence
  • ASSESS the current state of your New Employee Orientation process by experiencing the program
  • DEVELOP an execution strategy for improvement, enhancement of the process, and roll-out
  • IMPLEMENT the process, starting with one-on-one coaching with Orientation Facilitators


We will help you design your New Employee Orientation/Day 30 Participant Handouts, PowerPoint Presentation, Participant Feedback Forms, communication materials and more. We will also help you enlist the active support of your Senior Leadership Team to ensure your On-Boarding process effectively drives the business objectives of the organization, aligns new employees with the service philosophy, and increases employee retention.

Our goal is to help you create an On-Boarding, New Employee Orientation, and Day 30 Follow-Up program that is an industry benchmark, and creates a memorable experience for your employees for many years to come!

HR & TRAINING ON-DEMAND

Human Resource and Training On-Demand is a 6-18month initiative designed to help get those supporting processes that drive excellence in tip top shape. Our seasoned Performance Consultants work with your HR and/or Training professionals to align their standards and processes to create a culture of service, performance, and operational excellence.

Our HR/Training On-Demand process includes:
  • Transforming the Enterprise (a 1 ½ hour Senior Leadership Session)
  • One-on-One Manager Meetings (to determine departmental service, performance and operational gaps)
  • Devising an Execution Strategy to Close Gaps
  • Monthly Coaching Sessions with Departmental Leaders to drive the Execution Strategy and ensure we stay on track
  • Quarterly Stewardship Sessions with Senior Leadership keep them updated on our progress
  • Semi-Annual Audits to ensure newly implemented processes are sound and sustainable


The beauty of our On-Demand program is that we provide on-going HR and Training support, to alleviate ineffective ad hoc, reactionary strategies. We ensure that every HR and Training initiative is 100% linked to the achievement of key business objectives. We provide a skilled Performance Consultant to work side-by-side with you over an period of 6-18 months, thus raising the bar in employee and leadership accountability, and transitioning your organization to a real learning organization.
 
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