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CONFERENCES
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Custom
made presentations
In-house workshops and public events Employee based programs focus on attitudes first, and then on skills. Jose believes that employees already have the skills necessary to provide exceptional service, but that their attitudes towards providing such service is lacking. Thus Jose begins with developing and promoting positive attitudes towards themselves, their jobs and their customers. Then Jose examines and promotes good skills and review habits that promote customer retention. Along the way employees will learn and develop plans that will help them get ahead through providing exceptional service. Employees will also develop ideas and plans that will assist the company in becoming more service driven, efficient and cost effective. The key to success is superior performance in Customer Service, says Jose Torres. Superior service is doing whatever it takes to satisfy your customers, your co-workers, your boss. It is providing quality products and services, and learning as much as you can about the products and services you provide. It is going out of your way to ensure that the people you work with, and for, have positive experiences when doing business with you. Surveys show that customers make their decisions on where to buy based on what the organization does, or doesn't do, to make their experience a pleasant one. Sales, advertising, merchandising, location, products, and services offered will attract customers once, maybe twice, but it’s the quality of the personal relationship that will bring them back. Co-workers and bosses also make their work decisions based on the quality of the relationships they have with others. Jose Torres has developed a customer service training program, including "Selling Service", build habits, and habits drive performance, he says. It follows that good habits drive good performance, and good performance drives careers. "Selling Service" focuses on helping people perform at their highest levels, Jose Torres says, adding those 2 versions of the training program are tailored to a variety of industries, including hospitality, retail, local government, supermarket, health care, manufacturing, and high tech. There are several side effects of this program that you and your company need to be aware of that occur for a high percentage of our clients. Personal productivity rises fairly rapidly in the beginning of the programs to the point that some managers may have to revamp how they are interacting with and rewarding their reports. Jose teach how to implement these changes. Personal lives become much more balanced and the spouses and children of employees feel much more invested in the company and its success. Balance creates some very interesting improvements in people, attitudes, and productivity. Conflicts are greatly reduced because so many people are trained in how to handle nearly every situation that may arise for them. Customers become pleasantly surprised at the change in attitude and service your company is now offering to them. Prospects will begin to show up that you never expected because they've heard of your company in a positive light. Your company's enhanced profile begins to sell for you. The caliber of new-hires rises rapidly because many of them will be attracted by the new culture and the buzz from your employees, vendors and customers about what a great place your company is to work. Besides your people, will have learned how to hire for talent instead of credentials. Be prepared for more outstanding results from your newly and fully trained and polished staff. This amazingly powerful workshop, dedicated, hands-on personal attention to your management, leadership and support organization helping them design the culture and flavor of the company you all want to work for and within. MODULES
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“Performance
begins with how people feel about what they are doing, and
how they treat the people they are doing it with and for.
If you want to be successful, it is critical that you provide
superior service.”
“Have
you ever been ready to buy something, then left the store
because you couldn't get anyone to wait on you?” Jose
Torres asks. “Have you avoided patronizing a restaurant
that offers great food but has poor service? Or have you tried
to avoid an assignment at work because you don’t get
along well with the people assigned to work with you? In the
end, price, taste, personal service, or importance of the
project didn’t matter. What did matter was how you felt.”
