Leading Empowered Teams is a program targeting the management team of organizations, teaching skills through interactive modules emphasizing hands on experience. The results are memorable episodes applied to produce positive changes in the behavior of the participant's quality service team. Quick results are achieved through the application plans and on-the-job reference manual required for team leaders.

The objective of the LET - LEADING EMPOWERED TEAMS Program is, on one hand, to ensure common understanding of customer service principle of all members of the management team, making them aware of the importance of superior service worker attitudes. On the other hand, the Program will enable participants to understand empowerment

Presentation brochure of LET-LEADING EMPOWERED TEAMS in English.

Presentation brochure of LET-LEADING EMPOWERED TEAMS in Romanian.

ATTAINING EXCELLENCE is a proven workforce development system designed specifically to improve service quality. The Program is targeting Managers and Supervisors and achieves results because it's more than a one-shot training event. It works because it's used organization-wide for everyone. In addition to focus on excellence in relationship with external clients, the Program introduces an approach where relationships between different departments in the organizations are defined as provider - customer relationships.

The content of ATTAINING EXCELLENCE has been developed using 28 years of research on customer service and feedback by training professionals in industry and government. This system has three parts: active learning by managers; coaching and evaluation by supervisors; and recognizing quality service performance on-the-job.

ATTAINING EXCELLENCE FOR PUBLIC SECTOR AND LOCAL AUTHORITES is a special adaption of the ATTAINING EXCELLENCE Program, targeting Managers and Supervisors in the structures of the Public Institutions and Local Authorities and is designed specifically to improve quality of the services offered by these institutions.

ATTAINING EXCELLENCE FOR PUBLIC SECTOR AND LOCAL AUTHORITES is a great resource for pioneering leaders and managers within public structures that have committed themselves to change the culture and upgrade the skills of their public workforce.

The Program achieves results because it's more than a one-shot training event, it works because it's used organization-wide for everyone. In addition to focus on excellence in relationship with external beneficiaries of the services, the Program introduces an approach where relationships between different departments in the public structures are defined as provider

FEELINGS - QUALITY SERVICE, FIRST TIME EVERY TIME

FEELINGS Program is targeting the employees in the front line - those people that your customers see and talk to every day. Whether it is a call center assistant, a bank officer or an insurance representative, this person is your company's image in the eye of your costumer. The Program is designed to be fun, stimulating and entertaining. Following FEELINGS your employees will care more about their customers and about their jobs.

The objectives of FEELINGS are :

• To change attitudes and behaviors;
• To teaches the art of customer service;
• To builds employee morale and teamwork;
• To improve skills for dealing with customers;
• To increase employee's self-worth;
• To improve communications and cooperation with co-workers.

Presentation brochure of FEELINGS in English.
Presentation brochure of FEELINGS in Romanian.

FEELINGS RETAIL SERVICE is a special adaption of the FEELINGS Program for Retail Service Sector. Whether it is a cashier in a supermarket, a sales assistant in a fashion store, a waiter in a restaurant or a person behind the fast food counter, this person is your company's image in the eye of your costumer. The Program is designed to be fun, stimulating and entertaining. Following FEELINGS RETAIL SERVICE, your employees will care more about their customers and about their jobs.

The objectives of FEELINGS RETAIL SERVICE are :

• To change attitudes and behaviors;
• To teaches the art of customer service;
• To builds employee morale and teamwork;
• To improve skills for dealing with customers;
• To increase employee's self-worth;
• To improve communications and cooperation with co-workers.

Presentation brochure of FEELINGS in English.
Presentation brochure of FEELINGS in Romanian.

EXCEPTIONAL SERVICE Program is targeting the employees in the front line - those people that your customers see and talk to every day. EXCEPTIONAL SERVICE Program is a continuation of the FEELINGS Program and has as objective to enable your employees to give to your customers an experience beyond their expectations.

To deliver EXCEPTIONAL SERVICE means to offer extraordinary and superior service, to go that extra mile to excel, surprizing the customer with your attention, actions and words. This is built around the concept of all employees working together as a team to deliver exceptional service.

For customers, service begins the moment they come into contact with you. In the following seconds, they make the decision whether you really care about them or not. Words and actions set the tone for your customer's experience. The Exceptional Service program sharpens employee service skills to consistently provide the ultimate customer experience.

The LOYAL FOR LIFE Program targets the employees in the front line - those people that your customers see and talk to every day. The Program reveals and teaches your employees methods of recovery of service - how to take any unsatisfied customer and make them Loyal-for-Life to your organization.

As a rule, customers don't want to fight, but their emotions may cause them to get angry, sometimes insult your employee at the point of contact. Employees forced into a confrontation with an upset customer face the most stressful part of their day.

LOYAL FOR LIFE Program enables employee to quickly reduce or eliminate stressful situations. This is where service recovery comes into play and mastering the advanced recovery skills will surely create your LOYAL FOR LIFE customer base.

QUEST FOR BEST is a specialized educational program targeting the High End Fashion Retail Sector, developd in partnership with Stanley Marcus (Chairman EMERITUS of Neiman Marcus Company). Based on fifty years of selling experience, its objective is to help salespeople develop skills in the areas of sales and service.

"A sales professional is one who constantly seeks personal and professional growth. Your employees' participation in QUEST FOR BEST is a positive step toward continued enhancement of their professional knowledge and skills. Putting the concepts and techniques of QUEST FOR BEST into practice gives your employees the power to reach their potential as sales professionals. Everyone benefits from this program, including your sales professionals, your customers, and your store." Stanley Marcus

SPEED is a Program targeting employees on all levels, from top management to front line employees. It is designed to give your employees the mindset and empower them to produce quick, quality and unexpected turnaround in every situation they face. SPEED means dramatically shortening the time it takes to complete any task for customers and co-workers by doing it fast, doing it now, and doing it right from the first time. SPEED is not about rushing and superficiality, but a structured approach to training your employees to become more efficient.

Despite good intentions, certain organizational policies and procedures can prevent exceeding expectations. In order to become and maintain the TOP OF THE MIND position within your industry or your field of activity, whole company should concentrate on having a "Do It Now. Do It Right. Do It Fast" mindset.

FIVE STAR SERVICE is a program specially developed for hospitality industry. Travelers have today higher service expectations than in the past. Ever increasing variety of lodging alternatives, aggressive pricing policies and loyalty schemes are giving them more choices than ever before. Five Star Service is not a frivolous luxury, but rather, an essential fundamental in order to succed.

Market share and profitability in years to come mandates that each of your employees must deliver superior service to every guest at all times. In addition to pricing policies and loyalty programs, that is necessary to ensure repeat bookings. The "internal" customer is also an integral part of a successful outcome.

The objective of Five Star Service is to improve guest satisfaction while increasing employee morale and develop the coaching skills of managers and supervisors for both the "front" and "heart" of the house personnel.

CONNECTIONS is a Program specially developed for Educational Institutions.

The Educational Sector, specially the high education segment, is under strong development and the competition is increasing from one year to another. Therefore, colleges and universities need to be concerned with the messages they send to their customers, i.e. current and prospective students. Poor service can lead to poor student satisfaction, and when students are not satisfied, they often will transfer to a different institution, or worse, drop out.

CONNECTIONS is an interactive program targeting campus supervisors, managers, and staff and is developed to teach service quality in order to ensure a continuous flow of students. The program provides the most comprehensive customer service training, designed specifically for colleges and universities.

ESSENCE OF CARING is designed to enable your employees to demonstrate a "caring" behavior and ensure that your patients perceive that they are receiving good care in a hospital manner with individualized service.

Using the concept of "caring", one can associate different words, like for instance devotion, cherishment, tenderness, fondness.

Providing quality care is more of a challenge now than ever before. Not only because advances in medical technology have created a multitude of treatment options, but also because patients paying for the medical services have more managed health care choices and, therefore, higher expectations.

While the medical competence of health care providers and their staff is priority number one among patients and their families, caring is a close second. That caring can only come across through well developed communication skills and the heightened sense of empathy.

THE SPIRIT OF EXCELLENCE Program is designed to enable employees in the Medical and Healthcare Sector to improve service quality to external customers - patients and their families. In addition, the Program introduces an approach where relationships between different departments within the institution are defined as provider - customer relationships, improving patients' satisfaction and overall perception of the quality of the services provided.

Providing quality care is more of a challenge now than ever before. Not only because technological advances in medicine have created a multitude of treatment options, but also because patients are more knowledgeable and want to be informed.

In fact, informing has become as much a part of treatment as intervention. Responsible health care providers know how to provide this information competently, accurately and compassionately. This is what THE SPIRIT OF EXCELLENCE is about.