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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.
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:
A training intervention designed to help your managers and 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.
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.
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.
Information Required For the Guest Relations Training Program:
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?
Information Gathering Methods:
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
