Creating Magic Moments of Customer Service
|
|
- Cecilia Riley
- 7 years ago
- Views:
Transcription
1 Creating Magic Moments of Customer Service INTEGRATING YOUR VALUES INTO YOUR ORGANIZATION Presentation Objectives 1. Define excellent customer service 2. Identify your Mission and Values 3. Explore opportunities for Magic Moments What is Customer Service?! Routinely Exceeding your customers expectations by paying attention to Every detail of the delivery of your product or service.! Exceeding expectations is the standard call of duty.! When many little wows are delivered consistently and continuously- they add up to a big WOW!
2 The Power of a Common Purpose COMMON PURPOSE DEFINES THE CRITERIA BY WHICH SERVICE DECISIONS ARE MADE AND JUDGED! What is your Mission! What do you do?! How do you do it?! Who are your customers? What is YOUR mission?! At Retirement Connection "Our mission is be the primary resource for older adults, caregivers and professionals by providing the most comprehensive local print guide, website and networking opportunities."! What are your Values! This is what guides are efforts, facilitates decision making, and how you measure your performance.! Retirement Connection Values! Integrity! Quality! Retention! Community! Philanthropy Who are your customers? (GUESTOLOGY)! Knowing and Understanding your Customers! Demographic " Who they are AND who they are not (missed opportunities)! Psychographic " Your guests mental state- their needs, wants, stereotypes, and emotions! Courtesy! Treat everyone as a Very Individual Person " More than treating our customers as we want to be treated; it is Treating the customer as THEY want to be treated, with recognition and respect of their emotions, abilities and cultures. " Customers may not always be right, but they are always our customers.
3 What are your delivery systems! Cast (Staff) We don t put people in Disney, we put Disney in People! Performance Tips! Department Specific Performance Tips! Setting! Everything Speaks! Processes! Integration of Cast & Setting! Combustion Points vs. Explosion Points The Magic of Cast CUSTOMIZED SERVICE CREATES A JUMPING OFF POINT! Make eye contact and smile! Direct Eye Contact & a sincere smile! Greet Each and Every Guest! Have a different greeting for different circumstances! Seek out Guest Contact! Offer assistance! Listen to needs! Answer Questions! Always Provide Immediate Service Recovery! Immediately resolve a service failure before it become a service problem! Display Appropriate Body Language at All Times! Display approachable body language! Attentive appearance, good posture, appropriate facial expression! Preserve the Magical Guest Experience! Focus on the positive rather than rules or regulation! Talking about personal or job related problems in front of guests is unacceptable! Thank each and every Guest! Be Genuine
4 6 Tips for Culture-Building! Keep it Simple! Everyone needs to feel comfortable with the culture; leave room for personality.! Make it Global! Everyone, including must buy in! Make it Measureable! Create specific guidelines, and make them part of the performance assessment! Provide Training and Coaching! Incorporate the elements of the culture into employee training and ongoing performance coaching. Encourage peer-to-peer coaching.! Solicit Feedback and Ideas from the Team! Foster a sense of ownership, expand the pool of creative input by encouraging employee contribution.! Recognize and Reward Performance! Build motivation through formal and informal reward and recognition programs. The Magic of Setting SETTING IS THE STAGE & EVERYTHING SPEAKS Setting is the environment in which service is delivered to customers, all of the objects within that environment, and the procedures used to enhance and maintain the service environment and objects.! Appearance! Delivery! Language! Signage! Texture! Sound! Smell! Taste! Focal Points! What s Disney s success formula? It s attention to infinite detail, the little things, the little minor, picky points that others just don t want to take the time, money or effort to do! Customers typically have low expectations for peripheral areas, such as restrooms, parking lots, etc. Small investments in effort can yield exceptional impressions! Anything that does not support or enhance the Quality Service experience, detracts from it. Just as important as what we see, hear, smell, touch, and taste is what we do not see, hear, smell, touch, and taste.
5 The Magic of Process THE PROCESS IS JUST AS IMPORTANT AS THE PRODUCT What did Walt Disney Do?! Walt Disney did not build an organization in the strictest sense of that word. What he built was a loosely unified group of talented people with particular abilities who could work together in continually changing patterns. They did this with minimal command and a maximum of dedication.! Walt had built a flexible organization around a process- based structure.! To simultaneously organize work and, instead of stifling energy and creativity, to actually enhance it, is an accomplishment that is rarely achieved. What can we do?! Create Good Processes! Processes are: policies, tasks, and procedures that are used to deliver the service.! Look for Continuous Improvement! Identify, analyze and control combustion points to avoid explosion points.! Combustion statements include: This is taking too long, No one knows the answer, My situation is different, I m stuck in a dilemma.! Communicate the processes to all staff! Solve problem for customers, even if the customer created the problem. The Magic of Integration DELIVERING QUALITY STANDARDS VIA PEOPLE, PROCESS AND PLACE.! How are your values integrated within your cast, setting and process?! Where can you improve? Value #1 Integration Matrix Cast Setting Process! Each box on the right represents a point where you can affect the quality of the guest experience. Add as many as you need for your organization.! This is a tool to design new and fresh approaches for customer service. It can be used as a diagnostic tool to isolate, analyze, or brain storm solutions to service lapses. Or it can be a benchmarking tool to analyze a competitor s service.! The matrix can be used to review a single level or department specific. Value #2 Value#3 Value#4
6 The Take Aways Each Magic Moment creates and strengthens a bond between customers and company. It is not the Magic that makes it Work. It is the Work that makes it Magic. Everything Speaks. If you can dream it, you can do it. Creating Magic Moments of Customer Service INTEGRATING YOUR VALUES INTO YOUR ORGANIZATION Presented by: Amy Schmidt Retirement Connection Amy@RetirementConnection.com Fax: Cell: Toll Free:
Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz
Chris Bell Customer Experience Coach Developing Your Unique Customer Experience Introduction As more and more business leaders start to understand what a customer experience strategy is all about and more
More informationWalt Disney World Operating Hours* January 2017
1/1/17 1/2/17 1/3/17 1/4/17 1/5/17 1/6/17 1/7/17 Magic Magic Magic Magic Magic Magic Magic 9am - 9am - 9am - 9am - 9am - 9am - 9am - 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am - 9am- 9am
More informationWalt Disney World Operating Hours* November 2016
11/1/16 11/2/16 11/3/16 11/4/16 11/5/16 Magic Magic Magic Magic 9am - 9am - 9am - 9am - Magic 9am - 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- 9am - 9am- 11am- Extra Magic Hours
More information6864 NE 14th Street, Suite 5 Ankeny, IA 50023 800.277.8145 Toll free 515.289.4567 Dsm area www.ifapa.org Website ifapa@ifapa.
About IFAPA The Iowa Foster and Adoptive Parents Association (IFAPA) is a non profit organization serving as a resource to foster, adoptive and kinship families in Iowa. Membership with IFAPA is free for
More informationWOW Factor and Guest Experience!
WOW Factor and Guest Experience! 12 TH ANNUAL GREY-BRUCE REGIONAL TOURISM CONFERENCE OCTOBER 26, 2011 PRESENTED BY: THERESA SYER Congratulations on your interest in Creating the WOW Factor and enhancing
More informationMANDARIN ORIENTAL HOTEL GROUP REPORT SUMMARY
MANDARIN ORIENTAL HOTEL GROUP REPORT SUMMARY THE COMPANY Established in Hong Kong in 1963. Mandarin Oriental Hotel Group is an international hotel investment and management group operating ten hotels in
More informationSUNOVA CREDIT UNION BRAND STRATEGY
SUNOVA CREDIT UNION BRAND STRATEGY A collaboration by Sunova employees and members Collated by the Sunova Marketing Department Introduction What is a brand? Our brand is our promise to our members and
More informationAverage producers can easily increase their production in a larger office with more market share.
The 10 Keys to Successfully Recruiting Experienced Agents by Judy LaDeur Understand whom you are hiring. Don t make the mistake of only wanting the best agents or those from offices above you in market
More informationTEN TOP TIPS FOR GREAT FOCUS GROUPS
TEN TOP TIPS FOR GREAT FOCUS GROUPS There s no doubt that great focus groups require meticulous planning. My Top Ten Tips below can t guarantee great groups on their own, but they will go a long way to
More informationRight: People Roles Recognition - Culture
Our HR Strategy sion Vi Our ambitious new strategy requires a workforce which can demonstrate speed and agility; to achieve this we need to recruit, develop and retain people with the right skills, knowledge
More informationand Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health
and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH Employee
More informationSuccession Planning Process
Planning Process INTRODUCTION planning is a systematic approach to: Building a leadership pipeline/talent pool to ensure leadership continuity Developing potential successors in ways that best fit their
More informationUnderstanding Franchising
Understanding Franchising By: Robert A. Gappa President, Management 2000 For the past twenty-five years the key concepts of franchising have been under going evolution and transformation. Management 2000
More informationThe Coaching Workshop: How to communicate and motivate in a coaching style
The Coaching Workshop: How to communicate and motivate in a coaching style David A. Kahn, MS, LPC, LPCS The Counseling Center of Florence, LLC 323 South McQueen Street Florence, South Carolina, 29501 (843)
More informationConsultants To Nonprofits
CUSTOMER DELIGHT TIPS & THINGS TO PONDER CUSTOMER DELIGHT TIPS & THINGS TO PONDER JOHN PAUL PARTNER Consultants To Nonprofits 2002, Association Works P.O. Box 741325 Dallas, Texas 75374 http://www.associationworks.com
More informationLeading Self. Leading Others. Leading Performance and Change. Leading the Coast Guard
Coast Guard Leadership Competencies Leadership competencies are the knowledge, skills, and expertise the Coast Guard expects of its leaders. The 28 leadership competencies are keys to career success. Developing
More informationTHE BODY LANGUAGE RELATIONSHIPS
THE BODY LANGUAGE OF RELATIONSHIPS Legal Disclaimer This book is All Rights Reserved. You may not sell this book, give it away, display it publicly, nor may you distribute it in any form whatsoever. While
More information1.02 Understand effective communication
1.02 Understand effective communication Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good listener? Why do healthcare professionals have to have
More informationCoaching and Feedback
Coaching and Feedback Follow the Guidelines for Effective Interpersonal Communication There are fundamental strategies that should always be part of interpersonal communication in the work place. Don t
More informationOverview of Performance Management
Overview of Performance Management Individual Performance Plan Performance Review & Evaluation 1 Performance Management: Why Me? Why Now? 2 Purpose To Provide an Overview of: The Who, What, and Why of
More informationEffective Working Relationships
1 Effective Working Relationships 2 CREATE AND MAINTAIN EFFECTIVE WORKING RELATIONSHIPS We all work with others in our daily working life to produce the products and services that we provide to our customers.
More information10) Which of the following parts of your work environment is NOT considered when making an office ergonomically correct? 10)
Chapters 1-3 Study Guide: Business Management Name MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Knowing about your company allows you to leave
More informationJourney to Customer Service Excellence. Rebecca Pousson, RDH, MBA Executive Associate Dean Virginia Commonwealth University School of Dentistry
Journey to Customer Service Excellence Rebecca Pousson, RDH, MBA Executive Associate Dean Virginia Commonwealth University School of Dentistry BAD SERVICE IS EASILY DEFINED http://www.youtube.com/watch?v=hwtma76bzh0
More informationImproving the Patient Experience in Rural Hospitals
Improving the Patient Experience in Rural Hospitals What We Will Talk About Today Who am I? What is Patient Experience Why does it matter? Foundational Tools for Success Measurement Surveying/example Focus
More informationWe Can Work It Out: Integrating Millennials Into the Workplace (CAD005)
We Can Work It Out: Integrating Millennials Into the Workplace (CAD005) Speakers: Melissa Dunn, VP and Managing Director, Helmsman Management Stephanie Conner, Senior Analyst, Risk Management, The Walt
More informationTAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY
TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000
More informationWinning the Toastmasters Speech Evaluation Contest
Winning the Toastmasters Speech Evaluation Contest The Evaluation Maven Way By Rodney Denno www.ewoliving.com/comp2c.php 1 Courtesy of EWOL Training & Development Contents The Don t Worry, Be Happy Areas...3
More informationHow to Catch em, How to Keep em
How to Catch em, How to Keep em IPMAAC Conference 2000 Rich Moonblatt AMG/RecruitCom Chevy Chase, MD Recruiters and Retention Should recruiters be involved in retention? Should recruiters focus on bringing
More informationI Wish to Help Corporate Volunteer Program
Make-A-Wish Philadelphia & Susquehanna Valley Headquarters 5 Valley Square, Suite 210 Blue Bell, Pennsylvania 19422 877 ONE-WISH toll free 215-654-9355 215-654-9354 fax philasv.wish.org Regional Offices
More informationPerformance Management Overview
Performance Management Overview INTRODUCTION Performance management is the systematic process by which an agency involves its employees, as individuals and members of a group, in improving organizational
More informationHUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY. Manager's Guide to Mid-Year Performance Management
HUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY Manager's Guide to Mid-Year Performance Management Table of Contents Mid-year Performance Reviews... 3 Plan the performance appraisal meeting... 3
More informationCustomer Service Training 101, Second Edition By Renee Evenson
Excerpt from: Customer Service Training 101, Second Edition By Renee Evenson Chapter One Taking Your First Steps: The Basics Always remember, the customer is the reason you have a job. What has happened
More informationTHE LEADERSHIP CHALLENGE, 5 TH EDITION DISCUSSION QUESTIONS
THE LEADERSHIP CHALLENGE, 5 TH EDITION DISCUSSION QUESTIONS Below are examples of questions that you can pose to the whole group or give to small groups for discussion. Some of these questions could also
More informationTHE COACHING FEEDBACK MODEL
1 THE COACHING FEEDBACK MODEL What did you notice about your performance? What did you like about what you did? What I liked was If you could do it again, what would you do differently? What will it be
More informationWalk Planning Committee Job Descriptions
Walk Planning Committee Job Descriptions Walk Planning Committee Organizational Chart 1 Walk to End Alzheimer s Planning Committee Event Goal: $357,000 Event Revenue, Awareness, and Event Experience Willingness
More informationWhat is emotional intelligence?
What is emotional intelligence? Emotional intelligence is the ability to identify, use, understand, and manage your emotions in positive and constructive ways. It's about recognizing your own emotional
More informationShaping The Workplace Of The Future insights from the 2008 symposium WALKING IN YOUR CUSTOMER S SHOES: ORGANIZATION
WALKING IN YOUR CUSTOMER S SHOES: USING PERSPECTIVE TAKING TO CREATE A CLIENT-CENTRIC ORGANIZATION Contributors: Seymour Adler, Ph.D., executive vice president, aon consulting Miriam Nelson, Ph.D., senior
More informationDo you wish you could attract plenty of clients, so you never have to sell again?
The 9 Secrets to Signing up Clients Without Selling Do you wish you could attract plenty of clients, so you never have to sell again? Imagine having an endless supply of great clients who approach you
More informationFive Mistakes People Make Reading Body Language And Five Nonverbal Signals That Send Positive Messages
Five Mistakes People Make Reading Body Language And Five Nonverbal Signals That Send Positive Messages This is one of a series of occasional papers by The Dilenschneider Group to bring clients and friends
More informationHow to WOW! Your Guests
Tools Technology Skills How to WOW! Your Guests Training Workbook Copyright 2005 Choice Hotels International WOW! Page 3 4 WOW! Page WOW! Page 5 What is WOW! Service? What is WOW!? and service! WOW! separates
More informationCustomer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
More informationBehaviors and Actions That Support Leadership and Team Effectiveness, by Organizational Level
Good Practice INPO 15-012 October 2015 Behaviors and Actions That Support Leadership and Team Effectiveness, by Organizational Level Revision 0 OPEN DISTRIBUTION OPEN DISTRIBUTION: Copyright 2015 by the
More information1. Dream, Mission, Vision and Values
1. Dream, Mission, Vision and Values This document constitutes Chapter 1 of the Fundamental Texts of CGI Group Inc. It begins with the mission statement of the company and is followed by the vision, the
More informationWHITE PAPER: How to Tackle Industry Challenges?
WHITE PAPER: How to Tackle Industry Challenges? Introduction Human Resources (HR) teams came into existence, during the industrial revolution, for the purpose of manpower planning. HR professionals have
More informationGuide to Effective Staff Performance Evaluations
Guide to Effective Staff Performance Evaluations Compiled by Human Resources Siemens Hall, Room 211 The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership
More informationSpecific Measurable Achievable. Relevant Timely. PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide PROGRAM OVERVIEW
Specific Measurable Achievable PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide Relevant Timely PROGRAM OVERVIEW About the Training Program This session is designed to enable participants
More information5/30/2012 PERFORMANCE MANAGEMENT GOING AGILE. Nicolle Strauss Director, People Services
PERFORMANCE MANAGEMENT GOING AGILE Nicolle Strauss Director, People Services 1 OVERVIEW In the increasing shift to a mobile and global workforce the need for performance management and more broadly talent
More informationSummit Leadership Conference
Summit Leadership Conference Leadership Training Lessons In Leadership 5 Footholds to Reach the Summit 1. Give Y.O.G.O.W.Y.P.I. 2. Try : Participation is the! 3. Take a. 4. Build people DON T break each
More informationQuality Service Leadership Team Charter
Sample Cross-Functional Team Charter Quality Service Leadership Team Charter STATEMENT OF PURPOSE The Quality Service Leadership Team (QSLT) is a multi-level, cross-functional team responsible for initiating
More informationSkill Sets we will visit: Communication Essentials Nonverbal Communication Behaviors The Art of Engaged Listening Stumbling Blocks and Building Blocks
Communicating Our Way Through the Jungle of effective client care Peggy Dersch Communication Specialist Courtesies Why we re here Participants will learn: Purposeful and intentional communication behaviors,
More informationHow to Create a "Disney-Like" Customer Experience In Your Dealership Service Department
How to Create a "Disney-Like" Customer Experience In Your Dealership Service Department With Don Tipton of Moderated By Mike Bowers of DealersEdge Don Tipton - President, Don began in the automotive business,
More informationActive Listening. Learning Objectives. By the end of this module, the learner will have
1 Active Listening Learning Objectives By the end of this module, the learner will have An understanding of what is meant by active listening Gained insight into your natural listening strengths and areas
More informationTIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW
TIPS TO HELP YOU PREPARE FOR A SUCCESSFUL INTERVIEW Preparing for the Interview RESEARCH Don t forget to research the organization/company before the interview. Learn what you can about the workplace prior
More informationHow To Create More Wow! And Keep Your Customers Happy. JoAnna Brandi. Presented by. 2010 JoAnna Brandi www.customercarecoach.com 561.279.
How To Create More Wow! And Keep Your Customers Happy Presented by JoAnna Brandi From OW to WOW! Scale Misery MEDIOCRITY Magic There s no traffic jam on the extra mile! The Customer Experience The sum
More informationGUIDE TO EFFECTIVE STAFF PERFORMANCE EVALUATIONS
GUIDE TO EFFECTIVE STAFF PERFORMANCE EVALUATIONS The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership tool for improving productivity and increasing
More informationOUR VALUES & COMPETENCY FRAMEWORK
OUR VALUES & COMPETENCY FRAMEWORK Introduction Below you will find the PPF s values and details of our key generic competencies and competency levels. You ll find details of the competency levels required
More informationREPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business.
REPUTATION MANAGEMENT SURVIVAL GUIDE A BEGINNER S GUIDE for managing your online reputation to promote your local business. About Main Street Hub: Main Street Hub is the voice for more local businesses
More information!!!!! !!!!!!!!!!!! Goal-Setting For Referees. by Jürgen Boss, Supervisor & Performance Coach by Jürgen Boss
Goal-Setting For Referees by Jürgen Boss, Supervisor & Performance Coach by Jürgen Boss 2 of 9 Goal-setting can be an important part of any athlete s training plan, whether their goal is to improve their
More informationBuild a Fabulous Foundation. How to be a Successful Sales Leader
Build a Fabulous Foundation How to be a Successful Sales Leader Becoming a Sales Leader Build your team watch your earnings grow even faster! Selling Avon products directly to Customers is a vital part
More informationCustomer Service: Creating a Solid Foundation
Customer Service: Creating a Solid Foundation Brought to you by: Comprehensive Public Training Program (CPTP) As administered by Louisiana State Civil Service 1 Table of Contents Why is Customer Service
More informationChapter 5: MANAGING SERVICE ENCOUNTERS
Chapter 5: MANAGING SERVICE ENCOUNTERS 1. The dyadic interaction between a customer and a service provider is called a: A: Service interaction B: Customer transaction C: Service transaction D: Service
More informationINTRODUCTION TO TEAMWORK AND GROUP DEVELOPMENT CORPORATE LEARNING COURSE TEAMBUILDING BLOCK SEMINAR 3.2
LESSON PLAN INTRODUCTION TO TEAMWORK AND GROUP DEVELOPMENT CORPORATE LEARNING COURSE TEAMBUILDING BLOCK SEMINAR 3.2 SCOPE What is teamwork? Why is teamwork important to Civil Air Patrol? This seminar provides
More informationWalt Disney World Operating Hours* September 2016
9/1/16 9/2/16 9/3/16 Magic Magic Magic 9am - 7pm 8am - 1am Disney Festival of Fantasy Parade 9am- 11am- Disney Festival of Fantasy Parade 9am- 11am- Disney Festival of Fantasy Parade Parade 9am- 11am-
More informationUniversity of Alberta Business Alumni Association Alumni Mentorship Program 2015-2016
University of Alberta Business Alumni Association Alumni Mentorship Program 2015-2016 Program Guidelines This document is designed to be a reference guide, containing information that you will need throughout
More informationTime Management. Randy Pausch Carnegie Mellon University
Time Management Randy Pausch Carnegie Mellon University August 15 th, 2007: 3 to 6 months Today is 3 months and 12 days. History folks here? Goals Avoid wasting time Bosses & delegation Specific skills
More informationAdult Volunteer Guide
Adult Volunteer Guide is the highest award Girl Scout Seniors and Ambassadors can earn. Your role, whether you re a troop/group volunteer or a project advisor, is to encourage Girl Scout Seniors and Ambassadors
More informationcustomer experiences Delivering exceptional Customer Service Excellence
Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation
More informationRecruit & Retain Customer Service Representatives
Recruit & Retain Customer Service Representatives How can you find & keep the best reps to help your business grow? Recruit & Retain Customer Service Representatives by Illinois worknet is licensed under
More informationHow To Be A Team Member
The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during
More information"The Pipeline" Public Relations Plan Cameron Soester EDAD 631 Public Relations
"The Pipeline" Public Relations Plan Cameron Soester EDAD 631 Public Relations Purpose The purpose of this public relations plan is to establish two way communication between our school district and its
More informationTen Tips for Successfully Coaching Employees by Laurie Maddalena, CEO of Envision Excellence, LLC
What is Coaching? Ten Tips for Successfully Coaching Employees by Laurie Maddalena, CEO of Envision Excellence, LLC Coaching is a partnership you form with an employee that focuses on helping them learn
More informationThree simple steps to help your business
We can help you do it all. Call us now to find out more on 08457 950 950 or visit www.royalmail.com/marketing-services Royal Mail, the cruciform, the colour red and all are registered trademarks and all
More informationOverview of Performance Management. Taking Steps to Enhance Individual & Organizational Effectiveness
Overview of Performance Management Taking Steps to Enhance Individual & Organizational Effectiveness Performance Management Performance management is the process through which supervisors and those they
More informationOptimizing Rewards and Employee Engagement
Optimizing Rewards and Employee Engagement Improving employee motivation and engagement, and identifying the right total rewards strategy to influence workforce effectiveness. Kevin Aselstine, Towers Perrin
More informationManaging Performance An Introduction/Refresher. March 15, 2000
Managing Performance An Introduction/Refresher March 15, 2000 Agenda The process is a resource to help measure and improve performance. The Performance Management Process & Form Performance Planning Integrating
More informationGuide to Effective Staff Performance Evaluations
Guide to Effective Staff Performance Evaluations HRS Human Resource Services-Operations The research is clear. The outcome is consistent. We know with certainty that the most powerful leadership tool for
More informationebook THE SURVIVAL GUIDE FOR MIGRATING TO A CLOUD- BASED CRM
ebook THE SURVIVAL GUIDE FOR MIGRATING TO A CLOUD- BASED CRM Table of Contents 03 04 06 08 09 10 12 INTRODUCTION PROJECT KICK-OFF & EFFECTIVE COMMUNICATION TRAIN, TRAIN, AND TRAIN AGAIN SELL THE PRODUCT
More informationCaregivers and Stroke
Caregivers and Stroke Taking care of your loved one and yourself The Caregiver s Role As the primary caregiver for a stroke survivor, you are a very important part of the recovery process. While this role
More informationManaging Your Advancement Career
Managing Your Advancement Career 2016 UNC System Advancement Symposium Winston Salem State University May 17, 2016 Amy Bronson Executive Director Advancement Resources & Strategic Talent Management Boston
More information3. Teacher praise is sincere and enthusiastic with the more difficult children when they are appropriate.
Date: Teacher Name: The Incredible Years Coach Classroom Management Observation Inventory Teacher Attention, Coaching, Encouragement and Praise Carolyn Webster-Stratton 2008 Following the praise workshop
More informationAsset Management and Consulting Services Corporate Culture
Asset Management and Consulting Services Corporate Culture In The Book of Virtues Bill Bennett says, Work is effort applied towards some end. The most satisfying work involves directing our efforts towards
More informationTHE FACILITY CUSTOMER EXPERIENCE BEYOND PHYSICAL SPACE. Stephanie Perrone Goldstein
THE FACILITY CUSTOMER EXPERIENCE BEYOND PHYSICAL SPACE Stephanie Perrone Goldstein Establishing a Unified Culture» Understanding the Workplace Customer Experience» Designing and Delivering a Branded Workplace
More informationLEADERSHIP TEAM DYNAMICS FACILITATOR S GUIDE
LEADERSHIP TEAM DYNAMICS FACILITATOR S GUIDE 2011 AFSCME Education Department 1 WORKING AS AN EFFECTIVE LEADERSHIP TEAM FACILITATOR S GUIDE TRAINING OBJECTIVES As a result of this training, participants
More informationGet New Customers With YouTube Advertising
Get New Customers With YouTube Advertising What We Do We produce a 30 second video We find your target audience We keep you informed with reports Free of Charge We ensure that the right people see your
More informationPeople Strategy in Action
People Strategy in Action Welcome to Our People Strategy 2 The Bausch + Lomb People Strategy The Bausch + Lomb People Strategy 3 Introduction Transforming our company through our people Our transformation
More informationSTRATEGIC ALIGNMENT AND CAPACITY BUILDING FOR THE HR COMMUNITY
STRATEGIC ALIGNMENT AND CAPACITY BUILDING FOR THE HR COMMUNITY An Overview Designing, driving and implementing people management strategies, processes and projects for real business value HR Strategic
More informationStudent s Guide To Interviewing..
Student s Guide To Interviewing.. Provided by: Linda Thurman, Faculty Associate for The Office of Student Professional Development and Success, The W S Lee College of Engineering. lthurman@uncc.edu 704-687-4415
More informationGirl Scout Gold Award. Troop/Group Volunteer Guide and Project Advisor Guide
Girl Scout Gold Award Troop/Group Volunteer Guide and Project Advisor Guide The Girl Scout Gold Award is the highest award Girl Scout Seniors and Ambassadors can earn. Your role, whether you re a troop/group
More informationOnboarding Program. Supervisor s Guide
Onboarding Program Supervisor s Guide Supervisor s Guide Introduction This guide has been developed for supervisors to support an effective and successful onboarding process for new employees. As a supervisor,
More informationThe Competent Communicator Manual
The Competent Communicator Manual Speech 1: The Ice Breaker For your first speech project, you will introduce yourself to your fellow club members and give them some information about your background,
More informationBringing Your Value Proposition to Life
Bringing Your Value Proposition to Life Execute and Communicate Your Value Proposition Differentiate Your Operation and Customer Experience You ve gone through the hard work of assessing your operation,
More information7 DRIVERS FOR BUILDING EMPLOYEE ENGAGEMENT: FROM HIRE TO RETIRE
7 DRIVERS FOR BUILDING EMPLOYEE ENGAGEMENT: FROM HIRE TO RETIRE Insights from Ceridian s 4th Annual Pulse of Talent Survey EXECUTIVE SUMMARY The insights provided by more than 800 working Canadians show
More informationCareer and Technical Education Philosophy
Career and Technical Education Philosophy = Personal Perspectives = by Kinga N. Jacobson Principles of Career and Technical Education CTE 502 2 Semester Credits Dr. Catherine Winters The Graduate School
More informationCustomer Experience Outlines
Customer Experience Outlines Professional Persuasive Language Customer satisfaction is a feeling and a perception. The consummate professional manages perception so that the customer always feels cared
More informationTeam Core Values & Wanted Behaviours
Team Core Values & Wanted Behaviours Session Leader Guide This exercise helps you as a leader to establish a set of shared values and related wanted behaviours. To have shared values in a team will: y
More informationWhy Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com
Why Your Business Needs a Website: Ten Reasons Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Reason 1: Does Your Competition Have a Website? As the owner of a small business, you understand
More informationHow to Manage a Virtual Meeting
How to Manage a Virtual Meeting I recommend you watch this short video Conference call out of control https://www.youtube.com/watch?v=-rhdwk4aexs. 1. Before the Meeting Send an agenda in advance. If it
More informationInterviewing Strategies & Tips. Career Center For Vocation & Development
Interviewing Strategies & Tips Career Center For Vocation & Development Before the Interview A job interview is an opportunity to showcase your strengths, experience, and interest in the position for which
More informationChris Bell Customer Experience Coach
Chris Bell Customer Experience Coach Index Introduction The 3 Must Haves 7 Customer Experience Development Steps Step one - Commitment Leadership Different Cultures The Customer Experience Formula Step
More information