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(1/2 day and full-day seminars)
Doug has a unique background of having
worked as the head of training at the headquarters of
the Walt Disney Company, on the start-up team in Japan
with Tokyo Disneyland and as a consultant with many
of the top corporations around the world. He transfers
his experience into his training and consulting practice
to provide practical "real world" applications
for his clients. All of these programs are designed
for organizations that want the depth and breadth of
customized training.
Typically, with smaller audiences of 15
- 20 employees, Doug can provide "hands-on"
activities and facilitate working groups for goal-setting,
management style analysis, and problem-solving. While
we encourage class-size to be small for maximum interaction,
we often provide seminars for 25-50 employees. During
the assessment, Doug and the client together determine
the format that best suits the organization's objectives.
- Customer Service/Guest Relations
Training
- Customer Service/Guest Relations
in a Multicultural Environment
Customer
Service/Guest Relations Training:
A training intervention designed to help your managers
an d employees better understand the key approaches
for providing outstanding customer service. Emphasis
is placed upon the development and maintenance of
the attitude that all customers, both internal and
external are important and are our "Guests."
Specific skill sets are introduced and practiced,
in live practice sessions and on video, to support
this customer service approach. This process enables
the participants to learn and practice new skills,
in a supportive environment, thus empowering them
to be more effective with their respective customers
back on the job.
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Here to Learn More
Customer
Service/Guest Relations in a Multicultural Environment:
A training intervention designed to help your managers
and employees better understand the key approaches
for providing outstanding customer service in an
international environment. The international environment
can be identified as both external customers, and
internal team members who come from diverse cultural
backgrounds.. The training can include extensive
use of role-plays to emphasize learning points.
Often, video tapes of participants actually using
effective cross-cultural skills are examined to
reinforce skills.
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Here to Learn More
This course also includes Doug's basic
customer service modules. Emphasis is placed upon
the development and maintenance of the attitude
that all customers, both internal and external,
are important and are our "Guests." Specific
skill sets are introduced and practiced, in live
practice sessions and on video, to support this
customer service approach. This process enables
the participants to learn and practice new skills,
in a supportive environment, thus empowering them
to be more effective with their respective customers
back on the job.
Doug Lipp and his staff at G. Douglas
Lipp & Associates provide individual consulting
and coaching services to executives. While the services
vary according to the needs of our clients, our philosophy
remains the same: Be honest and forthright with each
client, whether in a group or individually. Some of
our clients secure our services to coach the challenging
individual or group, and provide the necessary critical
feedback, while others want us to merely refine the
approach of effective individuals and teams.
The success of any proposed training intervention
is highly dependent upon the amount and applicability
of the information available from the client company.
Prior to consulting or training, a needs assessment
may be conducted in order to obtain data, which will
be incorporated into the training program. This is most
effective when personal interviews are conducted in
person or via phone with key staff members who have
invaluable input into the challenges faced by the organization.
Interview sessions with all levels of employees from
frontline staff to directors are encouraged in order
to obtain a well-rounded overview of the problems confronting
an organization or individual department. Information
from the needs assessment will be incorporated into
the client's training program, manual, and feedback.
Depending upon the type of business, staff from G. Douglas
Lipp & Associates assesses quality of customer service
as anonymous "clients", "callers",
"buyers", "overnight guests" in
a hotel, or "diners" in a restaurant. A detailed
report outlining all reactions to service with suggestions
for further improvement are included.
Management Knowledge/Attitude:
- To what extent does management support an environment
which promotes outstanding customer service?
Employee Knowledge/Attitude:
- How much do the employees know about the corporate
culture of the company regarding customer service?
- Are they aware of the strategy to provide training
to improve customer service?
- How are they reacting to it?
- Are they open to the concept or is there some
resistance?
- How do the employees feel about attending a seminar
for improving their customer service skills?
Current Level of Employee Skill:
- What are some typical customer-incidents the Customer
Service Representatives deal with and how successful
are they in meeting or exceeding the expectations
of the customer?
- Are examples of successes/failures available through
company incident reports or customer comment cards?
Obtain Data From the Company:
- Copies of actual critical incident reports or
summaries of typical scenarios
- Copies of customer comment cards
- Review job descriptions of employees
- Review orientation/training materials the employees
have been exposed to
Conduct Needs Assessment Interviews:
- Meet with and interview the following people
- Director of Customer Service
- Manager, Supervisor or Lead directly in charge
of the employees
- Employees (optional)
Observe Actual Working Environment:
- Observe/experience work environment of the employees
at their respective work stations
- Listen to telephone conversations of Customer
Service Representatives
- Call Customer Service Center anonymously and ask
for help
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