Getting Started

  •    Observations and Assessments
  •    Department Visits and Assessments, Facility
  •    Observation, Executive Team Report, Program
  •    Recommendations



Back to Basics

Making Good Impressions ~ 2 Hours 

  •    Attire, Posture, Eye Contact, Facial and Body
  •    Expressions, Greetings, Handshakes, Introductions


 Communication ~ 2 Hours

  •    Telephone, Cell Phone, Difficult Calls, Voice Tone, Voice
  •    Quality, E-mail, Text Messages, Writing, Facebook,
  •    Professional Language, Teamwork



Improving Customer and Employee Satisfaction
Conflict Management for Office Employees ~ 1 Hour            

  •   Understanding Conflict, The Upside of Conflict, Conflict Resolution

Customer Service: Creating Satisfied, Loyal Customers ~ 2 Hours

Stepping Up to the Plate - Performance Standards for Employees

  •    Privacy, Safety Awareness Attitude, Appearance, Customer Waiting, Communication,
  •    Sense of Ownership, Teamwork, Commitment to Co-Workers, Elevator Etiquette


Service Recovery – Five Steps to Service Recovery ~ 1 ½ Hours

  •   Winning Customer Loyalty through adversity
  •   The advantages of a Negative Situation
  •    Power of One--Going over and beyond            

To view Business Testimonials, click here.