FEATURED TRAINING
History
Over the last five years Dovetail has provided customer service training for over 1,000 employees in the insurance industry, utilities, law enforcement, campus security, municipal government, public works, higher education, health care, and social services. Each workshop focuses on the unique services, customers, and challenges that employees confront in the workplace and provides them with practical tools for achieving customer service excellence. Workshops are lively, interactive, motivational, and - if anonymous participant surveys are an indication - overwhelmingly popular.
Training is a significant investment of your organization's resources. Training should pay for itself: the effect on your bottom line in teamwork, productivity, and improved risk management should exceed the cost of the training. A tedious and impractical training is worse than no training at all. Employees should not leave bored and drowsy because the presenter read them handout bullet points word for word. Employees should leave with new information, practical tools for using that information, and motivation to implement changes that serve the mission of your organization.
Dovetail takes pride in the quality of our training. We customize each presentation to address issues specific to your workplace. Training content is interesting, useful, and presented by skilled professionals. A list of training programs we have developed may be found here.
If you're interested in finding out more, please call 888-275-3683 (888-ASK-DOVE) or send email to inquiries@askdove.com.
Results? Click here for results of participant surveys.
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Customer Service Survival Skills
Description
No matter what your organizations does, it serves people. Employees are motivated to use excellent problem solving and people skills when
they see that this approach makes their work more effective and their job more enjoyable. They feel empowered to do it right the first time when they have
the words to use, the attitude to display, and the goal in mind. Because every employee serves the goals of your organization, this training reinforces that
their approach to each other should be customer friendly as well.
Outline
Customer Service Paradigm: cast, crew,
show, guest
Cast & Crew
Graciousness
Personal touch
Attention to detail
Make It Fun
Make Their Day
Be There
Choose A Positive Attitude
Managing Guests
Happy guests
Angry guests
Confused guests
Demanding guests
Intoxicated Guests
Practice
The Show
Groups of guests
Unpredictable guest behavior
Violence prevention
Complaints
Mindfulness: a perfect experience every time
Having fun
Gratitude
Training is 3 hours and best for groups
of 20 or less to promote participation.
RESULTS FROM THE MUNICIPAL TRAINING: A customized version of this training has been provided seven groups, totaling 275 municipal employees, from December 2004 through September 2006. Anonymous participant survey results are below.
