EXCELLENCE IN CUSTOMER SERVICE
Customers (internal and external) are the life of any organization. How they are treated directly impacts their satisfaction with the product or service they have received. Positive interactions retain them and generate more. Negative experiences eliminate not only them but many more through word of mouth. The bar on service expectations has been raised. Excellence requires professionalism, quality, and efficiency.
Learning Objectives: Upon completion of this program, participants will be better able to provide a positive customer experience, solve problems constructively, manage their stress under pressure, communicate effectively with others, and work together as a team. They will leave recognizing the value of making a difference, one customer at a time!
MOVING FORWARD TOGETHER
Individuals can work together as a group but not necessarily as a team. It takes commitment to a common goal for teamwork to develop. The quality of team relationships directly impacts performance, motivation, retention, and customer satisfaction (internal and external). A team’s strength is most tested during stressful times.
Learning Objectives: After completing the program, participants will be able to better work together as a team, communicate for positive results, take ownership of change, and focus on goal achievement. They will leave with the tools to move themselves and others forward to achieve organizational success.
CREATIVE PROBLEM SOLVING
Facing challenges of tighter resources along with increasing demand for services, organizations need to become more inventive on how to do it all. Problems provide opportunities for discovery, learning, and growth. Creativity takes the process outside the box. Communication shares innovation. Teamwork allows diverse individuals to collaborate in the achievement of strategic outcomes.
Learning Objectives: After completing this program, participants will be able to identify their problem solving styles; work together with others effectively; use their critical thinking skills; and overcome obstacles to achieve creative solutions. They will leave with the skills necessary to think strategically and solve problems innovatively.
FISH! FOR SUCCESS
People have the opportunity every day to create an environment of energy, creativity, and passion in their workplace. In this lively program, participants will work together to discover the keys to professional success. They will be introduced to the FISH! Philosophy of Play, Make Their Day, Be There, and Choose Your Attitude.
Learning Objectives: Upon completing the program, participants will be able to deliver excellent internal and external customer service; interact effectively as a team; and instill respectful fun into their work environment. They will leave recognizing the value of building constructive relationships.
THE DYNAMICS OF CHANGE
Change is not always easy, yet it has become a way of life for those living in today’s professional environments. Managed properly, it becomes an opportunity for people to contribute, learn, and grow from the experience. In this interactive workshop, participants will learn how to confidently meet the challenges of change and help direct others through the process.
Learning Objectives: After completing the program, participants will be able to strategically plan for change, communicate information effectively, encourage involvement during implementation, and manage reactions constructively. They will leave with the tools to move themselves and others forward as change agents instead of change resistors.