This seminar is designed for every associate with customer contact. The focus of this highly interactive and participative half-day seminar is to develop empathy for various client groups and identify each group’s expectations of the guest experience. Methods include group exercises and role-plays. It focuses on six modules:

	Identifies why the employee is in a customer service position from a motivational standpoint
	Assists the employee in identifying the various customer demographics and the expectations of each group
	Identifies the role of each department in delivering the guest experience
	Working with "internal customers," peers and managers
	Handling difficult customers and customer complaints
	Outlines the benefits to the employee of giving good customer service

The entire program includes posters that reinforce the key elements of the training to be posted in key employee areas. Ideally, the following seminar compliments this seminar.

This program is designed to assist managers in creating an environment of customer service in their departments and areas. It focuses on giving them the tools to recruit and develop the best and the brightest talent to deliver a quality guest service experience. It will also focus on how to incorporate user generated reviews from the travel review sites, such as Trip Advisor, into their staff coaching and mentoring process. The following are covered:

	Creative recruiting
	Interviewing to assess the candidate’s customer service potential
	Identifying and training for behaviors that deliver the quality customer service experience
	Metrics to observe and evaluate associate guest service delivery
	Listening to the user generated content review sites and using them to increase guest satisfaction
	Mentoring and Coaching

This is a half day program full of participation and exercises that will energize managers and supervisors to ramp up the customer service experience in their areas. It is the perfect complement to the Associates’ seminar Results WOW Customer Service.

The methodology includes the following:

	Defining the current customer service culture and identifying what the principals want the customer service "brand" to be
	Analysis of internal communications in relation to customer issues
	Interviews with the key players and line associates
	Review of awards and incentive programs
	The depth of "empowerment" given to associates to satisfy customers
	Observation of the "modeling" behavior exhibited by managers with their associates

Following the initial diagnostic, recommendations are made to assist the organization in adjusting their culture to reinforce their ‘brand’ with current and potential customers and become more ‘customer centric’. Support for these recommendations is offered through ongoing management consulting, coaching and seminars for both associates and managers.