Three Year Service Culture SQI s Buffet Plan

Size: px
Start display at page:

Download "Three Year Service Culture SQI s Buffet Plan"

Transcription

1 Jorge Nicolau, Chief Executive Officer Fortunato Bertello, Executive Director Customer Service Cable & Wireless Panama P.O. Box Panama City Republic of Panama April 8, 2010 Dear Jorge and Fortunato, Thank you for your interest in Service Quality Institute. This is a proposal for the 3 year Service Culture Plan which will be customized for Cable & Wireless Panama. The plan is a Buffet that allows you to have as much as you want, as fast as you want with no limits. If you were to purchase all these programs individually, it would cost at least 50% more. Shipping costs will be additional in each and every shipment. You will receive 3 new programs for each of the three years. Your investment is $54.00 per person per year for 3 years a reduction of $5 per person over the price I quoted on Tuesday. If you start with less than 2500 employees the investment is $77 per person. We suggest you implement a new program every 4 months to build a service culture. You now have about 2500 employees and locations. This includes 600 in your call center, 80 security guards and 1800 in the stores and field. The major question is do you want to provide great customer service despite the company and implement in just the retail stores and call center or create a customer driven company with engineers, technicians, office and all elements of the company. A commitment from top management is needed for this approach.we have to drive customer service stratically. Three Year Service Culture SQI s Buffet Plan With the 3 pillars you are focusing on: revenue, customer satisfaction and efficiency we should be able to impact all three of these. The focus on soft skills, with the idea campaigns will help Cable & Wireless Panama move from good to great service. We want WOW service. We have to change attitudes and behaviors so GREAT service is provided. We must delight the customer. This investment covers unlimited usage of Service Quality Institute s programs each year. You can select in any order of priority the programs that you want to use each year. It includes facilitating for management programs, fees, all product, and free replacement materials to cover employee turnover. Shipping, any customization or personalizatio and travel costs are not included. If you move forward with the total work force we can print in El Salvador and personalize the products with your brand. This plan is for organizations serious about a service culture change. The all inclusive pricing is based solely on the number of employees, regardless of number of locations. Service Quality Institute will work with you to maximize success. All SQI s technical support over the life of the agreement is included in the price. A three year agreement needs to be signed. Each anniversary we will adjust the price based on the number of employees you have.

2 Technology Included: Leading Empowered Teams for Service Quality is for everyone in a Leadership position. Includes in house facilitation by SQI. FEELINGS is for the total workforce. We will use the new Feelings Service Retail version. Facilitator material provided. Every facilitator receives a leader guide. Train the trainer seminars are included. Each employee receives a participant kit. Loyal for Life (Service Recovery) is for all employees. Includes all materials for facilitators and participants. Train the Trainer seminars are included. Empowerment: A Way of Life is a new program being released in May designed to get employees to make fast empowered decisions so you over happy customers. Good Idea Campaign on Quality and Customer Satisfaction is for everyone. Service Quality Institute provides all materials and support. Exceptional Service is for the total workforce. Includes all materials for facilitators and participants. Train the Trainer seminars are included. Speed will help everyone dramatically reduce the time it takes to complete a project or task. Do it Fast, do it Now, do it Right. Service First Video Library: Cable & Wireless Panama will need at least 35 sets-one per location. Remember Me should be used for everyone. It gets employees to recognize and use customers names and make them feel appreciated. Service Quality Institute provides all materials and support. BAD (Buck A Day) Cost Reduction Campaign is for everyone. Service Quality Institute provides all materials and support. Customer Service Certification seminars at SQI headquarters in Minneapolis, Minnesota. Currently offered in February, May and September. Detailed Breakdown I have enclosed at detailed breakdown of the training for the next 36 months. You can go in any order you choose. This order of programs is based on the order Cable & Wireless Panama selects, but it may be changed at any time. YEAR ONE John Tschohl Service Strategy Seminar If you move forward with the service culture plan for all 2500 employees a FREE one day John Tschohl service strategy seminar is available. The $25,000 fee is waived and you are only responsible for John s travel expenses. If you start with a smaller part of the company you can still use John but the speaking fee is not waived. John can handle any size audience. If both of you had another 300 leaders as passionate about customer service as you, it would help drive the service strategy and permeate throughout the whole organization.

3 Leading Empowered Teams We will train your managers and supervisors in groups of about people. This is a two day seminar. We provide the facilitation and the materials. This can be held at a location of your choice. Cable & Wireless Panama will provide the location, food and beverages. This program will help your executives, managers, supervisors and department heads to learn how to look at Cable & Wireless Panama to remove gaps and develop a service strategy. It will teach empowerment, team work, and how to coach an empowered and high performing workforce. We need management to walk the talk and drive a service culture. When using the service culture plan we suggest training for everyone you are thinking about promoting into a leadership position. Each participant also receives a copy of John Tschohl s book Achieving Excellence Through Customer Service which is part of the program. FEELINGS is for the entire workforce and is designed to change attitudes and behavior, teach the skills and techniques of customer service, build the self worth of employees and help them feel good about themselves, and improve morale and teamwork. We will train the trainers and each employee gets a participant package. Feelings is very fun and entertaining and employees want to participate and interact, which is the most effective way of learning new skills and changing behavior. FEELINGS has a strong focus on personal growth and development. You will see an immediate improvement in behavior and attitudes. Feelings is implemented in 3 sessions spaced on week apart of 3-4 hours. It includes a user friendly leader guide, 3 DVD s and a participant kit. We encourage Cable & Wireless Panama to personalize the book cover, leader guide cover, DVD covers and inside label and introduction on session one. Ideally we would like 100 facilitators. A facilitator needs 3 skills: Enthusiams, peer respect and should be a customer service role model. Customer Service Certification Seminars We hold these 4 day Customer Service Certification Seminars three times a year in Minnea[polis. Usually in February, May and September. The $1,997 registration fee is waived for the service culture plan. No limit to the number of participants over the course of the 3 year service culture plan. The next one is May 17-20, 2010 Loyal for Life is a one session program designed to be implemented in 3-4 hours. The focus is on service recovery and empowerment. When Cable & Wireless Panama makes a mistake how do you take a customer from hell to heaven in 60 seconds or less. This includes leader guides and DVD s so each facilitator can easily conduct the training. We will train around 100 role models to conduct the training in a one day Train the Trainer seminar. Each person receives a copy of the 92 page participant book, technique card and certificate. Empowerment: A Way of Life is being released in May. It is almost impossible to get employees to make empowered decisions. It is very difficult for Cable & Wireless Panama to have GREAT service or be able to delight the customer without Empowerment. This is a 2 session program of 3-4 hours spaced one week apart.

4 YEAR TWO Exceptional Service is a one session program conducted in 3-4 hours. Ideally CABLE & WIRELESS PANAMA needs a new program every 4 months. The concept is to deliver exceptional service not just good service. By giving the employees fresh, exciting material you keep the customer service message in front of them. This program is built around 9 key points: -Delivering Exceptional service -Everyone s Important -Customer Care -Communicating Quality -Value Added Service -Problem Solving -Service Recovery -Speed Let s build leadership and passion and always select all new facilitators. Again, they need enthusiasm, peer respect, and must be a customer care role model. A facilitator learns twice as much as the participants. We will have several one day seminars for around 100 facilitators. CABLE & WIRELESS PANAMA needs approximately 100 facilitator kits with a leader guide and DVD. Each leader guide is user friendly. Designed so anyone can skillfully do the facilitating. Participant kits include a 36 page book. It includes a certificate of completions, Quality technique card and customer service performance standard. All of these components are included with the participant kit. All employees MUST participate. Good Idea Campaign on Quality and Customer Satisfaction is a 30 day campaign that focuses on quality and satisfaction. It is also based on humor, involvement and recognition. The first week is a teaser campaign and the final 3 weeks are the actual campaign. SQI provides the software to measure and track all the results. Participation will be around 80% and possibly up to 95%. The Campaign builds morale because it lets employees know they are valued, loved and appreciated. t will generate hundreds of ideas on how CABLE & WIRELESS PANAMA can improve service and customer satisfaction. We want rapid implementation of the ideas. Each person is asked to look at where they work to come up with ideas on quality and customer satisfaction. We need new leaders for the campaign. We want employees with enthusiasm, peer respect and customer care role models. We want to build leaders and role models. By constantly having new leaders you are creating and building a service culture. With this Idea Campaign it will now have approximately 550 trained leaders to facilitate SQI programs. We use 250 leaders for this Campaign. This is how we impact behaviors and attitudes. SPEED means dramatically reducing the amount of time it takes to complete a project of task. Speed means doing it FAST, doing it NOW, and doing it RIGHT. It will help create a Speed mindset. Speed will help everyone overcome internal and external barriers. CABLE & WIRELESS PANAMA can build more market share by mastering Speed. To create maximum impact we suggest top management go through the training first so they support and nurture the Speed skills. Speed is implemented in 2 sessions of 4 hours each spaced one week apart. Keep in mind that CABLE & WIRELESS PANAMA can choose any program on demand. Speed includes a leader guide and 2 DVD s for each location. SQI will conduct a Train the Trainer seminar for the facilitators. Each person receives an in depth 93 page participant book, certificate, speed performance standard and technique card.

5 YEAR THREE Service First Video Library is a 12 DVD series designed to be implemented in 12 sessions of 1-2 hours each once a week or once every two weeks. Can also be implemented in 4-5 sessions of 4 hours each. The Service First Video Library is made up of hundreds of vignettes from millions of dollars of video we have recently filmed. We provide a disc and an Internet access card for the facilitator material. This includes a leader s guide, PowerPoint presentation, discussion guide, answer sheet and a certificate for each person. SQI provides as many DVD sets as you need. The 12 topics are: -Your key to Customer Satisfaction -Teamwork Development -Handling complaints and the Irate Customer -The Language of Positive Communication -Effective Questioning and Listening -Exceeding Customer Expectations -Value Added Service -Effective Telephone Techniques -The Art of Satisfying Customers -Service Recovery -Empowerment -Total Quality Service Remember Me a new two session program of 3-4 hours each spaced one week apart. The objective is to get employees to use and remember customers names. Nothing is more precious than a person s name. This is an exciting program that provides leading edge ideas. BAD (Buck a Day) Cost Reduction Campaign implemented by CABLE & WIRELESS PANAMA. This is a 30 day campaign. No training time is necessary. We will spend one day helping the coordinator understand how to run the campaign and provide support throughout the campaign. The goal is to get every employee to look for a way to save $1 a day. There are about 250 working days in a year. If each person comes up with these savings the total savings will be $625,000 (based on 2500 employees). The savings often run almost $500 per person. We had the US Military have one person who came up with a $1 million dollar savings. SQI provides you the software to handle the tracking and measurements. We provide all the material. The first week is a teaser campaign and the following 3 weeks are the actual campaign. It is fun, exciting, easy to implement, simple and works. Each person receives a coffee mug with the slogan I had a BAD idea when they submit their first idea. It is tongue in cheek humor. For each additional idea we give each person a rubber dollar. It is based on recognition, humor and participation. Participation rate will be around 80%, often up to 95%. We will need multiple team leaders for the Campaign. They will be in a minute meeting role Role the Campaign out to the employees. We want team leaders that are role models. It is a campaign with something new happening every week and sometimes every day.

6 Cable & Wireless Panama can choose any programs in any order. The above list is just an option. As your firm moves forward we suggest each year you identify the 3 programs you want to use. Each year SQI will be told the new number of employees and the $54.00 fee for 2500 employees will be invoiced against that number. Cable & Wireless Panama can choose up to 3 programs each year. It includes all employees. No charge for employee turnover. You said you have 2500 employees which includes all security guards. Please verify the employee count. If at anytime you decide to cancel the 3 year service culture agreement Cable & Wireless Panama agrees to have SQI invoice you for the actual retail prices for the product and training you have received. The buffet plan provides discount pricing in excess of 50% off retail and it is front loaded with costs for SQI. After nearly 4 decades of program development we can say without exception all training is fleeting and needs constant maintenance. We say this having looked for the magic training bullet where a single 6 hour training session lasts a lifetime. We have developed a 3 year service culture plan with built in scheduled reinforcement and enhancement. Please keep in mind the programs flexibility both in content and pricing. I hope you find our proposal a good fit for your needs and customer service goals John Tschohl President Service Quality Institute 9201 East Bloomington Freeway Minneapolis, MN Phone WE AGREE TO THIS 3 YEAR AGREEMENT For 2500 Employees. The employee count will be updated each January 1. The investment is $54 per person per year or $77 per person if under Jorge Nicolau Cable & Wireless Panama Date Fortunato Bertello Executive Drirector/Customer Service Cable & Wireless Panama Date Daly Ibanez Date President/CEO Consultores VIP

Creating A Service Culture

Creating A Service Culture Creating A Service Culture 45 YEARS OF EXCELLENCE SERVICE QUALITY INSTITUTE Products & Services The global leader in helping organizations keep customers, build market share and improve the performance

More information

Front Line Leadership. 2-Day Public Workshop. For Supervisors, Team Leaders, Managers and Lead Hands

Front Line Leadership. 2-Day Public Workshop. For Supervisors, Team Leaders, Managers and Lead Hands Front Line Leadership 2-Day Public Workshop For Supervisors, Team Leaders, Managers and Lead Hands Upcoming dates and locations: Front Line Leadership 2-Day Public Workshop Current dates are listed on

More information

Developing your Management Style

Developing your Management Style Developing your Management Style What kind of manager are you? Can you articulate your leadership style? When is the last time you really thought about management and organizational development theories?

More information

THE POWER OF CONNECTION. Your Role in Optimizing the Patient Experience

THE POWER OF CONNECTION. Your Role in Optimizing the Patient Experience Our Focus What brings value and meaning to your work? What is your PURPOSE? What should a Memorable Experience Look, Sound, and Feel like for your INTERNAL & EXTERNAL CUSTOMERS? Looking forward, when everyone

More information

Accommodate busy schedules. Achieve synergy in staff interactions. One full hour of delivery by a professional trainer for up to 25 participants

Accommodate busy schedules. Achieve synergy in staff interactions. One full hour of delivery by a professional trainer for up to 25 participants I loved the Brown Bag seminar. I have been to Brown Bags several in the past, but none were as informative (and as simple to understand) as Claremont s. It really has motivated me to TAKE CHARGE! Manager

More information

PEER TO PEER FUNDRAISING. Retention: It s all about the BASE

PEER TO PEER FUNDRAISING. Retention: It s all about the BASE PEER TO PEER FUNDRAISING Retention: It s all about the BASE 2 3 Churn: the number of participants who do not return to an event from year to year Source: www.sickkidsfoundation.com Great Camp Adventure

More information

Remarks by Baudouin Prot Chief Executive Officer, BNP Paribas

Remarks by Baudouin Prot Chief Executive Officer, BNP Paribas Remarks by Baudouin Prot Chief Executive Officer, BNP Paribas FPA Financial Services Dinner February 21, 2007 Ladies and gentleman, dear friends of New York. Thank you and good evening to everyone. I'm

More information

Be the Manager Your Employees Want to Follow

Be the Manager Your Employees Want to Follow A one-day seminar Be the Manager Your Employees Want to Follow Take one day to boost your employee engagement, inspire loyalty, improve productivity and prevent your top talent from walking out the door

More information

How to Use a Weird "Trade- In" Loophole to Bank $300 to $500 PER DAY

How to Use a Weird Trade- In Loophole to Bank $300 to $500 PER DAY How to Use a Weird "Trade- In" Loophole to Bank $300 to $500 PER DAY Presented by: Luke Sample Hosted by: John S. Rhodes Copyright 2016 WebWord, LLC. All Rights Reserved. This guide may not be reproduced

More information

Make It Matter. How to Make Yourself and Your Organization Essential

Make It Matter. How to Make Yourself and Your Organization Essential PREVIEW GUIDE Make It Matter How to Make Yourself and Your Organization Essential Table of Contents: Sample Pages from Discussion Guide and Personal Branding Workbook...pgs. 2-7 Program Information and

More information

Employee Suggestions an Untapped Resource

Employee Suggestions an Untapped Resource White Paper Employee Suggestions an Untapped Resource Innovative ideas drive a company s success. Whether creating new products, improving existing services, or finding more efficient workflows, innovation

More information

TRAINING CALENDAR (Soft Skills)

TRAINING CALENDAR (Soft Skills) TRAINING CALENDAR - 2014 (Soft Skills) B - 9-1 Megan Avenue 1, 189 Jalan Tun Razak, 50400 Kuala Lumpur Tel : 03-2775 1077 / 1078 www.aptech_globaltraining.com/my Presentation Skills Improve confidence,

More information

[Insert Date] Leadership & Management Skills. Business Training Skills. Teambuilding Skills

[Insert Date] Leadership & Management Skills. Business Training Skills. Teambuilding Skills Lorem 2014 Training Ipsum Catalog Dolor [Insert Date] Business Training Leadership & Management Teambuilding Training What s In It For You Many employers do not have the time or expertise to develop and

More information

Do Happy Employees Lead to Happy Customers?: Revisiting the Employee-Customer Relationship

Do Happy Employees Lead to Happy Customers?: Revisiting the Employee-Customer Relationship Do Happy Employees Lead to Happy Customers?: Revisiting the Employee-Customer Relationship AMA Web Cast October, 2008 Rick Garlick, Director of Consulting and Strategic Implementation, Maritz Research

More information

JMS - News. November years on, let us drive your business

JMS - News. November years on, let us drive your business JMS - News November 2011 10 years on, let us drive your business CONTACT US Index CAPE TOWN Head Office: Cape Town, Woodstock, 136 Victoria Road PO Box 7925 Tel: +27 21 447 4296 +27 21 447 9813 Fax: +27

More information

Facilitator s Guide Overview

Facilitator s Guide Overview Facilitator s Guide Overview Introduction This overview manual is designed to assist in using the series of PowerPoint presentations which engage employees in discussions about improving workplace mental

More information

ELM Guide. A Resource for Both F&ES Mentor and Mentee. Tell me and I forget, teach me and I may remember, involve me and I learn. -Benjamin Franklin

ELM Guide. A Resource for Both F&ES Mentor and Mentee. Tell me and I forget, teach me and I may remember, involve me and I learn. -Benjamin Franklin ELM Guide A Resource for Both F&ES Mentor and Mentee Tell me and I forget, teach me and I may remember, involve me and I learn. -Benjamin Franklin 1 Table of Contents 1. Introduction & Mission 3 2. Benefits

More information

Basics of Social Media. The why, the what, and the how for your small business or nonprofit

Basics of Social Media. The why, the what, and the how for your small business or nonprofit Basics of Social Media The why, the what, and the how for your small business or nonprofit Constant Contact 2016 Welcome! Danna Crawford PowerSellingMom.com DannaCrawford@gmail.com /DannaCrawford1 @DannaCrawford

More information

LEADERSHIP AND DEVELOPMENT TRAINING OPPORTUNITIES

LEADERSHIP AND DEVELOPMENT TRAINING OPPORTUNITIES LEADERSHIP AND DEVELOPMENT TRAINING OPPORTUNITIES Mastering Influence Series Training Logic offers six different sessions in this series which will help your employees become better communicators, gain

More information

Good Deeds Day Communication & Press Kit

Good Deeds Day Communication & Press Kit Good Deeds Day Communication & Press Kit Hi! Use this Communication and Press Kit to share your Good Deeds Day experience with everyone in your community. What is Good Deeds Day? Key Messages and Talking

More information

Lee Ann Szelog. Lee Ann Szelog Simply Put, LLC

Lee Ann Szelog. Lee Ann Szelog Simply Put, LLC The Art of Human Relations is a professional development class that expands the capacity of employees to be top-performers who will put the human back into service, thereby enhancing their ability to attract,

More information

Lessons From the Mouse Applying Disney World s Secrets of Success to Your Organization

Lessons From the Mouse Applying Disney World s Secrets of Success to Your Organization Applying Disney World s Secrets of Success to Your Organization Presented at the AAO 2015 Annual Session by Dennis Snow Snow & Associates, Inc. Phone: 407.294.1855 Email: dennis@snowassociates.com Website:

More information

Working in a Customer Service Culture

Working in a Customer Service Culture Working in a Customer Service Culture Customer Service Skills Student Workbook Introduction: Welcome to customer service skills training. Every job or position has some degree of customer interaction.

More information

Innovative Marketing Ideas That Work

Innovative Marketing Ideas That Work INNOVATIVE MARKETING IDEAS THAT WORK Legal Disclaimer: While all attempts have been made to verify information provided in this publication, neither the Author nor the Publisher assumes any responsibility

More information

Customer Service and Conflict Resolution

Customer Service and Conflict Resolution Customer Service and Conflict Resolution Acknowledgement Course Material Developed by Nancy A. Farage, M.A., M.Edu Why Customer Service Training? Moving into the 21 st Century Employees have to work with

More information

EMPLOYEE MOTIVATION WHO CAME OUT ON TOP IN 2015?

EMPLOYEE MOTIVATION WHO CAME OUT ON TOP IN 2015? EMPLOYEE MOTIVATION WHO CAME OUT ON TOP IN 2015? In 2015, there were two areas that became a focus for many businesses to improve: engagement and productivity. The UK rates for these areas are considerably

More information

[Insert Date] Teambuilding Skills. Leadership & Management Skills. Business Training Skills

[Insert Date] Teambuilding Skills. Leadership & Management Skills. Business Training Skills Lorem 2016 Training Ipsum Catalog Dolor [Insert Date] Business Training Leadership & Management Teambuilding Training What s In It For You Many employers do not have the time or expertise to develop and

More information

The 10 Core Values of Zappos

The 10 Core Values of Zappos The 10 Core Values of Zappos Core values are what support the vision, shape the culture and reflect what the company values. They are the essence of the company s identity the principles, beliefs or philosophy

More information

Direct Marketing Metrics and Analysis

Direct Marketing Metrics and Analysis Accurately measure your direct marketing success and create viable marketing plans with the mathematical and analytical tools you ll learn to use at this interactive two-day workshop. Direct Marketing

More information

Dear Applicant, You may drop off your application or it or apply online directly through our website.

Dear Applicant, You may drop off your application or  it or apply online directly through our website. Dear Applicant, We are looking for great people. If you have a good sense of humor, an outgoing personality, and don't mind staying in shape by busting your tail making or selling phenomenal bread, coffee,

More information

Pure Romance Empower, Educate, Entertain

Pure Romance Empower, Educate, Entertain Just Do It! New Consultant Training Guide Step 1: Welcome to the Family! 35 40 mins Foreplay: Welcome Email Team Handbook Top 50 List Party Booking Scripts 1. What are her concerns? Give ways to overcome

More information

The Role of the Manager in Managing Excessive Absenteeism

The Role of the Manager in Managing Excessive Absenteeism The Role of the Manager in Managing Excessive Absenteeism Excessive Absenteeism Carol A. Hacker Human Resource Consultant Speaker Trainer Author What is the Cause(s) of Excessive Absenteeism? 2 A Policy

More information

The Role of the Manager in Managing Excessive Absenteeism. What is the Cause(s) of. A Policy That Supports Disciplinary Action

The Role of the Manager in Managing Excessive Absenteeism. What is the Cause(s) of. A Policy That Supports Disciplinary Action The Role of the Manager in Managing Excessive Absenteeism Excessive Absenteeism Carol A. Hacker Human Resource Consultant Speaker Trainer Author What is the Cause(s) of Excessive Absenteeism? 2 A Policy

More information

COURSE CATALOG. vadoinc.net

COURSE CATALOG. vadoinc.net COURSE CATALOG 2018 vadoinc.net Welcome Welcome to the Vado 2018 Course Catalog. Vado provides any organization or learner numerous opportunities to build the skills needed to lead and manage others, as

More information

Five Keys to Staff Recognition that Support the Fan Experience

Five Keys to Staff Recognition that Support the Fan Experience Five Keys to Staff Recognition that Support the Fan Experience Happy Employees = Happy Customers Baudville Fan Experience PAGE 1 If you re a business, you rely on the patronage of your customers to keep

More information

Learn to Inspire Peak Performance of Your People

Learn to Inspire Peak Performance of Your People Leadership Development Building Positive, High Performing Organization, Teams & Employees Performance Feedback Conversations For Managers Intensive Half-Day Workshop Learn to Inspire Peak Performance of

More information

ILM Endorsed Coaching Skills for Peak Performance

ILM Endorsed Coaching Skills for Peak Performance ILM Endorsed Coaching Skills for Peak Performance Why Attend Most managers know, regardless of their levels of experience, that the people-performance issues are the greatest challenges of their jobs.

More information

How To Engage Your Board In Fundraising

How To Engage Your Board In Fundraising **The webinar will start at 2 minutes after the hour.** How To Engage Your Board In Fundraising Presenter: Lori L. Jacobwith of Ignited Fundraising Slides for today s session can be found at this link:

More information

VOLUNTEER & LEADERSHIP DEVELOPMENT

VOLUNTEER & LEADERSHIP DEVELOPMENT AMERICAN RENTAL ASSOCIATION VOLUNTEER & LEADERSHIP DEVELOPMENT Tips for recruiting and motivating volunteers are discussed in this section. Leadership training opportunities such as the Leadership Conference

More information

INTERACTIVE TABLE OF CONTENTS

INTERACTIVE TABLE OF CONTENTS INTERACTIVE TABLE OF CONTENTS Standout Subject Lines Get Open, Get Read, Get Results... 3 Grow Your Business with Email & Social Media Simple marketing strategy for small business & nonprofits... 3 Find

More information

2017 First Data Corporation. All Rights Reserved. REACH BRAND RECOGNIZE INCENTIVIZE REWARD

2017 First Data Corporation. All Rights Reserved. REACH BRAND RECOGNIZE INCENTIVIZE REWARD 2017 First Data Corporation. All Rights Reserved. REACH BRAND RECOGNIZE INCENTIVIZE REWARD Over 60% * of people say they prefer gift cards over other types of marketing offers. With Gift Solutions, your

More information

NOT a Normal Social Media Presentation. What You ll Learn

NOT a Normal Social Media Presentation. What You ll Learn NOT a Normal Social Media Presentation Presented by Rebecca Mountain Impetus Social Inc. What You ll Learn What is a Unique Selling Proposition? Understanding your audience and their motivators Remarkable

More information

Impactful 1:1 Meetings

Impactful 1:1 Meetings Impactful 1:1 Meetings An essential responsibility of a CEO or business unit leader is to design and implement the company s communication strategy. How do messages cascade throughout the organization?

More information

Architecting. the. Customer Centric. Enterprise. WHITE PAPER JANUARY Merging Elements Corporation

Architecting. the. Customer Centric. Enterprise.  WHITE PAPER JANUARY Merging Elements Corporation Architecting the Customer Centric Enterprise www.mergingelements.com WHITE PAPER JANUARY 2001 2001 Merging Elements Corporation ARCHITECTING THE CUSTOMER CENTRIC ENTERPRISE by Umesh Jain President, Merging

More information

Communication: A Key to Achieving Results

Communication: A Key to Achieving Results Communication: A Key to Achieving Results Paul Farrell, CEO SafetyFirst 2008 presents some interesting challenges to fleet operators: The economy is fragile and threatens core revenues regardless of industry

More information

Explore Your Full Potential More opportunities for superior sales

Explore Your Full Potential More opportunities for superior sales Explore Your Full Potential More opportunities for superior sales 2 Bold and beautiful that s you! You re living life on your terms. You re enjoying the rewards of unlimited earnings potential. You re

More information

enrichment course catalog supply chain education and training series by envista

enrichment course catalog supply chain education and training series by envista supply chain education enrichment course catalog and training series by envista envista 11711 N. Meridian St, Suite 415 Indianapolis, IN 46032 877.684.7700 www.envistacorp.com Customized. Trainings are

More information

Understanding YOUR Pay Day! Now Lifestyle Compensation Plan

Understanding YOUR Pay Day! Now Lifestyle Compensation Plan Understanding YOUR Pay Day! Now Lifestyle Compensation Plan Now Lifestyle Compensation Plan Part 1 Front End: Membership Subscription Commissions Overview Let me share with you the most lucrative way to

More information

The #1 Platform of Accredited Business Certification Courses

The #1 Platform of Accredited Business Certification Courses The #1 Platform of Accredited Business Courses Complete your custom Master s Certificate program online while working or going to school full time. Business Training Institute Platform ACADEMIC DEPARTMENTS

More information

Penn State Smeal MBA Program Interviewing Success Strategies

Penn State Smeal MBA Program Interviewing Success Strategies Interviewing Success Strategies Presented by: Mike Brown Director, MBA Career Services Successful interviewing is often more about how you think rather that what you say. Do You Think Like: Job Applicant

More information

research report Fall 2012 Report Revealing Key Practices For Effective Recognition

research report Fall 2012 Report Revealing Key Practices For Effective Recognition research report Fall 2012 Report Revealing Key Practices For Effective Recognition EXECUTIVE SUMMARY Workforce Mood Tracker Fall 2012 Report // 2 Recognition at work has emerged over the past decade as

More information

Millennials are crowdsourcingyouhow companies and brands have the chance to do

Millennials are crowdsourcingyouhow companies and brands have the chance to do millennial pulse 2017 SPECIAL REPORT Millennials are crowdsourcingyouhow companies and brands have the chance to do what Millennials think they can t do themselves Be the crowd. Millennials are counting

More information

How to Engage Employees. A Guide for Employees, Supervisors, Managers, & Executives

How to Engage Employees. A Guide for Employees, Supervisors, Managers, & Executives How to Engage Employees A Guide for Employees, Supervisors, Managers, & Executives 1 Introduction Employee Engagement is a good in and of itself. What is Employee Engagement? Employee engagement is the

More information

CUSTOMER EXPERIENCE: REAL BENEFITS FOR FINANCIAL INSTITUTIONS. by David Tilson

CUSTOMER EXPERIENCE: REAL BENEFITS FOR FINANCIAL INSTITUTIONS. by David Tilson REAL BENEFITS FOR FINANCIAL by David Tilson After turning off the radio, Peggy took a long sip from her coffee. Before emerging from the comfort of her car for a long walk into the Building that housed

More information

The 4 T s of HR! TALENT, TECHNOLOGY, TRENDS, AND TRANSFORMATION. Call for Speakers - Invitation to Present

The 4 T s of HR! TALENT, TECHNOLOGY, TRENDS, AND TRANSFORMATION. Call for Speakers - Invitation to Present Call for Speakers - Invitation to Present Greater Valley Forge Human Resources Association, invites you to submit a proposal to be a speaker at the Greater Valley Forge HR Summit Friday, October 14, 2016

More information

SUPERVISE PEOPLE HOW TO THE COMPLETE COURSE ON. We re. coming. to your. Attend and you ll learn how to

SUPERVISE PEOPLE HOW TO THE COMPLETE COURSE ON. We re. coming. to your. Attend and you ll learn how to THE COMPLETE COURSE ON HOW TO SUPERVISE PEOPLE We re coming to your area Attend and you ll learn how to Establish your credibility as a supervisor Staff effectively learn how to recruit, interview and

More information

HOW THE BEST DEALERS USING LOYALTY PROGRAMS TO BOOST CUSTOMER RETENTION

HOW THE BEST DEALERS USING LOYALTY PROGRAMS TO BOOST CUSTOMER RETENTION HOW THE BEST DEALERS STAY TOP-OF-MIND USING LOYALTY PROGRAMS TO BOOST CUSTOMER RETENTION EXECUTIVE SUMMARY Customer retention is every dealership s goal, but few have mastered a practical way to accomplish

More information

Service Booster Activities

Service Booster Activities Service Booster Activities These application activities are designed to help strengthen your interaction skills in customer service situations. You may complete any number of activities in any order on

More information

Why would a business use YouTube?

Why would a business use YouTube? Why would a business use YouTube? YouTube can provide a huge bang for your marketing buck. That s because YouTube delivers a huge audience for very little investment. Large businesses have long embraced

More information

What Is Coaching? Overview Guiding Church Leaders

What Is Coaching? Overview Guiding Church Leaders What Is Coaching? Overview Guiding Church Leaders With all the costs involved in a new software subscription for your church, why would you even consider adding one more thing implementation coaching?

More information

Facebook Friendly Marketing

Facebook Friendly Marketing WELCOME! Welcome to this step-by-step cheat sheet on how to start using paid marketing on Facebook to start getting leads for your business NOW! Following the steps covered in this PDF will get your business

More information

VISIT NATIONALTRAININGCENTER.NET OR CALL US AT FOR MORE INFORMATION

VISIT NATIONALTRAININGCENTER.NET OR CALL US AT FOR MORE INFORMATION Training 365 is Your Pathway to Success Unlimited Access, 365 Days a Year Training 365 is there when your team needs it. Anytime, anywhere. Training Discounts Discounts on NTC classes and NTC Professional

More information

Small business Big ambitions

Small business Big ambitions HIRE MARKET SELL LEARN Small business Big ambitions Learning Playbook for SMBs It may feel like the challenge is beyond your resources as a small business. Don t limit your ambitions. You re closer than

More information

Lessons Learned. Transferable Skills Tasha Maddison, University of Saskatchewan

Lessons Learned. Transferable Skills Tasha Maddison, University of Saskatchewan Lessons Learned Transferable Skills Tasha Maddison, University of Saskatchewan Notes from the presentation are included on separate slides that were not part of the original presentation. OVERVIEW Foundation

More information

TOTAL CONFUSION SPONSORSHIP OPPORTUNITES. PO BOX 1242 WOONSOCKET, RI Angelia Parenteau. Phone:

TOTAL CONFUSION SPONSORSHIP OPPORTUNITES. PO BOX 1242 WOONSOCKET, RI Angelia Parenteau. Phone: TOTAL CONFUSION LLC TOTAL CONFUSION SPONSORSHIP OPPORTUNITES TOTAL CONFUSION LLC PO BOX 1242 WOONSOCKET, RI 02895 Phone: 401-374-7657 Email: mediadirector@totalcon.com Po Box 1242 www.totalcon.com Who

More information

How Managers. become. Great Leaders. See inside for 10 Ways to Improve Your Leadership Style

How Managers. become. Great Leaders. See inside for 10 Ways to Improve Your Leadership Style How Managers See inside for 10 Ways to Improve Your Leadership Style Excel in Your Career Now! Can a great manager also be a great leader? Or can the opposite be true? Either way - the qualities needed

More information

Contents. Foreword 4. ResQ at a glance 5. Our purpose 6. Our core values 7. Our business model 8. Our services 9. What we are 10. Phrases we like 11

Contents. Foreword 4. ResQ at a glance 5. Our purpose 6. Our core values 7. Our business model 8. Our services 9. What we are 10. Phrases we like 11 Contents Foreword 4 ResQ at a glance 5 Our purpose 6 Our core values 7 Our business model 8 Our services 9 What we are 10 Phrases we like 11 Greater than 12 Non negotiables 13 Lifelong learning 15 It s

More information

Measuring the ROI of Software Training. What is Ongoing Technology Training Worth?

Measuring the ROI of Software Training. What is Ongoing Technology Training Worth? Measuring the ROI of Software Training What is Ongoing Technology Training Worth? Table of Contents p. 2 Intro p. 3 Is Software Training Worth It? Quantify the Benefit Share the Knowledge Streamline the

More information

Personality Matters, Inc. Cherry A. Collier, PhD, MCC, RCC. Chief Engagement Officer (CEO) & Head Coach

Personality Matters, Inc. Cherry A. Collier, PhD, MCC, RCC. Chief Engagement Officer (CEO) & Head Coach Personality Matters, Inc. Cherry A. Collier, PhD, MCC, RCC. Chief Engagement Officer (CEO) & Head Coach www.mypersonalitymatters.com MPM@mypersonalitymatters.com 919 4.PEOPLE (473.6753) or 678.574.5070

More information

The Future Of Social Selling

The Future Of Social Selling A Forrester Consulting Thought Leadership Paper Commissioned By Hearsay Social Customer Life-Cycle Selling Requires A New Approach May 2013 Table Of Contents Executive Summary... 2 Current State/Concept

More information

SUPPORTING ARTIFACTS. Definition

SUPPORTING ARTIFACTS. Definition 14 CHAPTER Thematic Summary The qualitative and quantitative research conducted by the editors and the contributors reveals four prevalent themes that relate to the Healthcare Causal Flow Leadership Model:

More information

19-Jan Training Seminars & Courses in Barcelona 2015

19-Jan Training Seminars & Courses in Barcelona 2015 19-Jan-2015 Training Seminars & Courses in Barcelona 2015 AZTECH S GLOBAL PRESENCE Our training programs are conducted in 13 different global cities worldwide that reflects the progressive approach we

More information

A RECRUITER S GUIDE TO

A RECRUITER S GUIDE TO EASE THE HIRING AND A RECRUITER S GUIDE TO INTERVIEW PROCESS WITH TECHNOLOGY RECRUITING S PAST & PRESENT The framework of the job interview still remains the same. In the past, the interview was the first

More information

How to Implement Knowledge Sharing in the Workplace

How to Implement Knowledge Sharing in the Workplace How to Implement Knowledge Sharing in the Workplace Inspired learning = power. Enjoy this resource from 2 Why Knowledge Sharing Why could knowledge sharing make or break your business? There has never

More information

TOP 10 Best Practices for Recognizing Length of Service

TOP 10 Best Practices for Recognizing Length of Service TOP 10 Best Practices for Recognizing Length of Service Top Ten Best Practices for Recognizing Length of Service Most companies formally recognize tenure in some way. Odds are good that your organization

More information

1995 2017 Global Development is a première corporate meeting and event provider that our partners and customers depend on to support their overall marketing strategy. Services at a Glance Offsite Meetings

More information

FDOT Step Up: Moving Forward as One by Lawrence S. Ferguson, III, CPM Dr. Gregory Ferris, Ed D.

FDOT Step Up: Moving Forward as One by Lawrence S. Ferguson, III, CPM Dr. Gregory Ferris, Ed D. FDOT Step Up: Moving Forward as One by Lawrence S. Ferguson, III, CPM Dr. Gregory Ferris, Ed D. How it Started It didn t take the Secretary long to realize his appointment as leader of the Florida Department

More information

TURNING FEEDBACK INTO CHANGE

TURNING FEEDBACK INTO CHANGE TURNING FEEDBACK INTO CHANGE by Joe Folkman In a recent training session Steve was quietly reviewing his feedback. It was apparent from his reactions that he was disappointed in his feedback from his manager,

More information

2018 TRAIN-the-TRAINER

2018 TRAIN-the-TRAINER 2018 TRAIN-the-TRAINER Presented by: Judy Suiter, CEO Competitive Edge March 6-8, 2018 8:30 AM to 5:00 PM LIMITED TO A MAXIMUM OF 10 PARTICIPANTS Office: (770) 487-6460 judy@competitiveedgeinc.com www.competitiveedgeinc.com

More information

Welcome, Exhibitors and Sponsors!

Welcome, Exhibitors and Sponsors! Welcome, Exhibitors and Sponsors! The National Youth Workers Convention has championed youth ministry for more than 45 years. We invite you to join your mission with ours and partner with us! This four-day

More information

BECOME A BETTER MARKETER.

BECOME A BETTER MARKETER. INSIGHTFUL AND ACCESSIBLE TOOLS TO HELP YOU BECOME A BETTER MARKETER. PNJ MEDIA SOLUTIONS // CREATIVE BRIEF CREATIVE BRIEF PAGE // A WHY A CREATIVE BRIEF? Whether you re using an internal team or an external

More information

The TETA Seminar. Changing perspective. Changing perspectives

The TETA Seminar. Changing perspective. Changing perspectives The TETA Seminar international Changing perspective Changing perspectives The TETA Seminar Experience your passion for leadership and change! Awareness is the basis for every successful change. Change

More information

International Sweetener Colloquium

International Sweetener Colloquium International Sweetener Colloquium February 11-14, 2018 The Ritz-Carlton Grande Lakes Orlando, Florida Sponsorship Prospectus Sweetener Users A S S O C I A T I O N OVERVIEW Co-hosted by the Sweetener Users

More information

Becoming a Customer Service Superstar Get Primed for the Climb!

Becoming a Customer Service Superstar Get Primed for the Climb! Becoming a Customer Service Superstar Get Primed for the Climb! Produced by SkillPath Seminars The Smart Choice 6900 Squibb Road P.O. Box 2768 Mission, KS 66201-2768 1-800-873-7545 www.skillpath.com Becoming

More information

EMPLOYEE RECOGNITION AND PERFORMANCE INCENTIVES. Solutions Overview

EMPLOYEE RECOGNITION AND PERFORMANCE INCENTIVES. Solutions Overview EMPLOYEE RECOGNITION AND PERFORMANCE INCENTIVES Solutions Overview Our Philosophy Your core values are unique to your organization. They reflect your culture a significant competitive asset and help transform

More information

Improving Procurement s Internal Credibility: A Guide

Improving Procurement s Internal Credibility: A Guide Improving Procurement s Internal Credibility: A Guide 1-888-878-9429 info.iq@ Credibility: It s something we all strive for in our professional lives. We want to be trusted by our peers and have our expertise

More information

Leadership is influence. Nothing. Presentation Title. more, nothing less. Subhead Can Be Placed Here. ~ John C. Maxwell

Leadership is influence. Nothing. Presentation Title. more, nothing less. Subhead Can Be Placed Here. ~ John C. Maxwell Presentation Becoming Title a Transformational Subhead Can Be Placed Leader Here Leadership is influence. Nothing Presentation Title more, nothing less. Subhead Can Be Placed Here ~ John C. Maxwell What

More information

DESIGNING AND MANAGING INTEGRATED MARKETING COMMUNICATIONS

DESIGNING AND MANAGING INTEGRATED MARKETING COMMUNICATIONS DESIGNING AND MANAGING INTEGRATED MARKETING COMMUNICATIONS A. The Role of Marketing Communications B. Developing Effective Communications C. Deciding on the Marketing Communications Mix D. Managing the

More information

Powersport Integrated Retention Marketing Strategy

Powersport Integrated Retention Marketing Strategy MLS Loyalty Plus Powersport Integrated Retention Marketing Strategy Establish Goals Design Measurable Programs Focus on Marketing Improvement Danny Neveu MARKETING LOYALTY SOLUTIONS 1/1/ Table of Contents

More information

Guide How to attract and retain good employees

Guide How to attract and retain good employees Guide How to attract and retain good employees How to attract and retain good employees Some of the most successful organisations are those that recognise that their employees are their most valuable assets,

More information

HOW TO KEEP EMPLOYEES MOTIVATED, EVERY SINGLE DAY

HOW TO KEEP EMPLOYEES MOTIVATED, EVERY SINGLE DAY HOW TO KEEP EMPLOYEES MOTIVATED, EVERY SINGLE DAY P L A N N I N G, C O N D U C T I N G, A N D G E T T I N G R E S U L T S Through my own research and a LOT of trial and error, I have identified 16 keys

More information

Soft Skills Courses & Workshops

Soft Skills Courses & Workshops OUR Workshops Soft Skills Courses & Workshops As KPMG Academy core of Training focuses on the certification programs, we highly weight the need of the soft skills obtained by people, for the reason of

More information

First-Time Manager or Supervisor Effectively communicate, delegate and manage priorities to achieve management success

First-Time Manager or Supervisor Effectively communicate, delegate and manage priorities to achieve management success A Crash Course for the First-Time Manager or Supervisor Effectively communicate, delegate and manage priorities to achieve management success Before you delegate your first job, schedule your first meeting

More information

Empowered Employees: A New Team Concept for Total Customer Satisfaction By Mary Ann Hellinghausen in collaboration with Jim Myers

Empowered Employees: A New Team Concept for Total Customer Satisfaction By Mary Ann Hellinghausen in collaboration with Jim Myers Empowered Employees: A New Team Concept for Total Customer Satisfaction By Mary Ann Hellinghausen in collaboration with Jim Myers Since cavemen began pooling hunting skills to catch their prey, mankind

More information

Leader. Inspirational. How to Be an. Proven strategies to help you get the absolute best from your team

Leader. Inspirational. How to Be an. Proven strategies to help you get the absolute best from your team How to Be an Inspirational Proven strategies to help you get the absolute best from your team The best leaders always find a way to get the most out of their employees. Regardless of the situation, they

More information

As Time Goes By. What a Classic Movie and Famous Song Can Teach Dealers about the Customer Experience. Ron Lamb, President Reynolds and Reynolds

As Time Goes By. What a Classic Movie and Famous Song Can Teach Dealers about the Customer Experience. Ron Lamb, President Reynolds and Reynolds Reynolds and Reynolds As Time Goes By What a Classic Movie and Famous Song Can Teach Dealers about the Customer Experience Ron Lamb, President Reynolds and Reynolds As Time Goes By What a Classic Movie

More information

Distributor Qualification Profile

Distributor Qualification Profile Distributor Qualification Profile Contents Page 1. About PMG Technology Services 2. CallMAX 360 3. Independent Distributor Responsibilities 4. Support and Training 5. Financial Requirements 6. How to get

More information

Engagement Champions. Supporting IUH Team Member Engagement Survey 5/5/17

Engagement Champions. Supporting IUH Team Member Engagement Survey 5/5/17 Engagement Champions Supporting IUH Team Member Engagement Survey 5/5/17 1 Did you know? ENGAGED EMPLOYEES ARE Willing to go above and beyond, exerting additional effort Energetic and enthusiastic Loyal

More information

Team Toyota Competencies and Behaviors by Job Level

Team Toyota Competencies and Behaviors by Job Level Team Toyota Competencies and Behaviors by Job Level The Team Toyota Competencies are rooted in the Toyota Way and enable our cultural priorities. The behaviors listed at each competency level provide insights

More information

Achieving Results Through Genuine Leadership

Achieving Results Through Genuine Leadership Achieving Results Through Genuine Leadership T R A I N I N G Facing tough issues and aggressive goals, top organizations win by preparing genuine leaders who live out the mission and values of the organization.

More information