Human ResourceConsulting
Oklahoma Human Resources Training and Consulting
Convincing guests to choose your business over the competition and then to stay longer and return more often are the obvious factors that drive revenue. What’s not always so obvious is how to build a devotedly loyal and satisfied customer base. The key to both of these goals is to provide stellar guest service to both your internal and external customers. Businesses that are looking to develop a reliable measure regarding the guest services levels delivered by their Associates to their guests as well as a responsive plan for improving and sustaining consistent levels of service.
Create The Movement helps clients define, measure and improve profitability by using behaviors-based processes, systems and research data to improve guest and employee engagement within our clients’ organizations.
The following information outlines our approach and process in observing guest and employee behavior, reactions to their experience, and potential areas of improvement in order to ensure that employees deliver guest experiences that consistently exceed guests’ expectations. This in turn will produce loyalty, advocacy, and ultimately, increased revenue as well as employee retention. All of these areas have direct impact on the bottom line.
Customized Training and Development
Customer Service Training
This two pronged approach includes the complete Customer Service Training as well as Guest Service Assessments provided by field researchers. i.e. Mystery Shoppers. By measuring and managing your scores you know where you are today and what you need to do to move higher going forward.
The second part of this option is the information, observations and data that is provided by the mystery shoppers. The people provide the leadership with a “guests eye view” of what is happening each day at your business. They score the business based on the locations service standards and they give narratives about what they observed and experienced. This is a more complete option that will pay for itself by reducing employee turnover or increasing guest play/retention! It also provides actionable items for behavior modification and improvement. In challenging economic times this is critical information to know for long term success.
Participant Benefits
- Learn specific skills to better serve your Guests
- Stimulate employee enthusiasm and gain commitment
- Set your employees up for success
- Enhance morale, communication and loyalty
- Create an atmosphere that promotes improved guest service
Includes
- Four days of training skills and learning Guest Service Training Program for 10-15 participants
- Power Point Presentation (provided on thumb drive)
- Guest Service Training Workbook (hardcopy and provided on thumb drive for future printing needs)
- Role Playing Situations and Group Interaction Techniques
- Use of Movement’s Guest Service Training Program
- 6 Month Review
Customer Service Training for Managers and Supervisors
This unique approach gives Managers and Supervisors skills to both measure, evaluate and coach the Customer Service Program.
This course will teach managers and supervisors the tools and skills needed to review the program and ensure all employees are utilizing the program within the guidelines.
Participant Benefits
- Learn specific skills to better serve your Employees
- Stimulate employee enthusiasm and gain commitment among your staff
- Set your employees up for success
- Enhance morale, communication and loyalty
- Create an atmosphere that promotes improved guest service
Includes
- Four days of training skills and learning Guest Service Training Program for 10-15 participants
- Power Point Presentation (provided on thumb drive)
- Guest Service Training Workbook (hardcopy and provided on thumb drive for future printing needs)
- Role Playing Situations and Group Interaction Techniques
- Use of Movement’s Guest Service Training Program
- 6 Month Review
Harassment – All Employee Training
Many companies have policies and provide them to their staff upon hire or orientation. The concern is that they don’t take the time to explain the policy or the avenues available to an individual if they wish to make a complaint. In addition, managers are woefully unaware of their actual duties and responsibilities, relative to accepting and responding to complaints.
Managers and companies can no longer take a passive approach. Telling an employee about a policy is insufficient. Management must become proactive in educating all employees, reinforcing an open-door policy and responding immediately to all inappropriate behavior in the workplace.
There is a direct relation between the training of supervisors and managers, and a reduction in complaints. The more people who are aware of the standards expected of them at work, the less likely there is for bullying, harassment or ignorant behavior. Training helps us understand what professional behavior is and why it is so important to support it. It clearly defines the boundaries of what legal behavior is, and what activities cross the line and break the law. Training is intended to help people understand these boundaries, to make a distinction between behaviors inside and outside the workplace, and to lay the expectations of professional and acceptable behavior at work.
Policy and Procedure Development Review and Assess current forms
A full review will be completed of all current HR Forms and process. A full evaluation and recommendations will be given along with recommended forms for all current HR processes/ procedures as well as identifying any areas that may need development from a “best practices” standpoint.
Create The Movement pulls from over 30 years in HR and business development to help you evaluate all procedures and recommend improvements. Our areas of expertise include:
- Orientation
- New Hire Paperwork
- Performance Improvement
- Employee Acknowledgements
- Performance Evaluation
- Employee Discipline
- 30/60/90 Day Reviews
- Investigation Documentation
- Succession planning and internal promotion evaluations
- Interview Skills
We will provide a complete step by step customized roll out which will optimized for smooth implementation.
Secret Shopping/ Customer Service Evaluations
Customers are now more demanding than ever. Customers have many choices, and often spread good reports, as well as bad. While businesses often spend most marketing dollars attracting new customers, they often overlook ensuring that the customers they currently have are well taken care of.
Today’s marketplace demands that your employees understand good customer service, and how to keep this most valuable asset happy and taken care of.
We can help you make sure you are giving the best customer service possible.
Contact us today to see how we can help.
