The SuperService TM Curriculum The SuperServiceTM Curriculum is a series of workshops that combine the best practice in corporate
training with the best in personal motivation. People discover that they truly can and do make a
difference, and that difference can be positive or negative. This directly impacts customer retention
and the bottom line. SuperService TM
Today it takes a solid commitment to customer service to gain loyalty and repeat business. Business
experts around the nation agree that customer service is the competitive edge for any successful
business. Achieving success in today’s highly competitive business environment requires skills,
information, savvy, know-how and a McNeil & Johnson facilitator. This 1-2 day program provides the
skills to deliver service that earns the praise of customers and co-workers. Developing & Managing Quality People
Your results as a manager depend on other people! Because people come with a variety of values
and belief systems that motivate their behavior and actions, it is critical that you learn how to
recognize what drives the people you work with. By expanding your knowledge of what makes
people “tick” you will gain cooperation, consensus, motivation, and buy-in from your staff...team
members...colleagues and superiors. Investing Time
In this unique and effective workshop, participants learn how to unlock the secret of time
and learn the techniques of time management and how to apply practical principles for
business and personal productivity. This course helps participants plan daily priorities,
control interruptions with effectiveness, and guard against distractions and time wasting
activities. Investing Time For Your Life is an exclusive workshop that has been used by
Fortune 500 companies to increase bottom-line results through focusing on employees
Taking Action, and Being Responsible for Creating Success. Understanding People
This workshop provides a general definition of social style, and a particular pattern of
actions, which others can observe and agree upon for describing a person’s behavior.
Through participation in a training workshop, people can expect to develop an approach
to human relations that includes insight into the behavior of others, assertion of their
unique style, competency in managing interpersonal interactions, and effectiveness in
getting the job done. Collaboration: The Win-Win-Win Game True collaboration requires common vision. Coming together is the beginning, staying together is
progress and working together is success. Collaboration is an integral part of most people’s jobs.
Yet, few people understand the structure, techniques and approaches available to them as they
seek to positively influence the outcome. Strategic Goal Setting Goal setting is one of the core business practices within all successful corporations. Without goals,
there is no clear path to take and no set actions to follow. During this workshop, particpants learn
the importance of setting goals and how to keep track of them on a timely basis. Since this is an
experiential workshop, participants also work on setting a specific goal that is pertinent to their
business situation. Guided through the steps, they leave the workshop with their long and shortterm
goals identified as well as a game plan for successful completion and achievement.
Specifically, this workshop provides a strategy for setting goals called SMART goals. This is an
acronym which helps the participants ensure that every part of the goal setting process is fulfilled.
SMART goal stands for:
• Specific—Make your goal something that you really want to have happen
• Measurable—Have your goal something that can be measured
• Attainable—Have your goal something you believe you can reach
• Realistic—Have your goal something you believe can acually happen
• Time-based—Have your goal be time specific: hourly, daily or weekly Open Question Selling
Selling is the ability to get commitment from people or companies. It is the commitment
to say YES to products or services. It is communicating for commitment to move forward
in the sale. To get to this commitment stage you must possess certain skills and be able to
use them well. These skills involve the ability to communicate and listen effectively, and
uncover needs, problems, and distractions that hinder people in making decisions.
Specifially, participants will learn the OPEN Question Selling technique—an active
questioning technique that helps sales people to gain commitment by solving business
problems. OPEN consists of:
• Operational Questions establish a starting point to identify and understand your
customers problems.
• Problem Questions expose dissatisfaction, reveal areas of difficulty, gather information
and uncover customer needs.
• Effect Questions inquire about the consequences, implications or effect of the
customers problems. They expand and explore the effect of your customers problems.
• Nail Down Questions help the customer identify and realize the importance the
customer places on solving the problem.
TEAM THINK -- THE BUILD WAY To work as a team, we have to think as a team and that means, in every aspect of your life at home
and work; with co-workers, bosses, kids, partners, family and friends. It is the perspective of, “Is
what I am doing going to create something better or worse for the team?” TEAM THINK combines
business theory with hands on experience to create a workshop in which individuals leverage
their own strengths with the resources available in their environment. It provides the tools to act
in the moment in a way that improves and strengthens processes, goals and strategies—now and
in the future.
This workshop has been taught at business mangement classes at some of the top US Universities:
Duke, UCLA, and Georgetown as well as Fortune 500 corporations worldwide. The learning
exercises are designed to enable participants to commit to a shared vision, drop inhibitions and
think creatively on their feet. Supervisory Skills This course will improve Supervisory Skills for managers and supervisors. Specifically, participants
will learn how to develop quality people and to view this as one of their business priorities.
During the workshop, participants will explore and practice several concepts that lead to the
employee taking self-responsibility for development. As a result the supervisor will be equipped
to draw out the potential in each individual employee. They will have an understanding of
different personality types as well as the ability to manage the inter-personal conflicts that
naturally occur within teams. Further the supervisor will be able to inspire, motivate, manage
conflict, create boundaries and set goals and priorities. SuperServiceTM Coaching Toolkit
There are two components to this workshop—the actual one-day coaching session and the CDROM
which is a ‘take-away’ provided for ongoing coaching with their teams.
The actual workshop is developed for managers to fortify Super Service with their teams. During
the one-day session managers learn specific coaching techniques using the GROW coaching
model. They are also taught how to use the Super Service Manager’s Toolkit—an excellent and
effective way to keep Super Service alive. This CD-ROM Toolkit which is provided during this
workshop is a 12-month coaching program which takes just 30 minutes a month to conduct. It
includes 12 planned 30-minute sessions so the manager or business owner can conduct Super
Service follow up session. High-Performance Mentoring Mentoring is a dynamic and innovative 12-month program that will increase your coaching skills
and help you build a results-oriented team of achievers. It includes:
12 x 1hour tele-seminars with leading experts and a facilitated Q&A:
1. Attitude—Be the best that you can be!
2. Be the Source—Create the opportunities and the circumstances you want
3. Goal Setting—Focus attention on bottom line results
4. Motivation—Deliver motivation and recognition
5. Accountability—Say what you mean and mean what you say
6. Investing Time—Effective use of time and resources
7. Results—Bridge the gap between where you are and where you want to be
8. Communication—Dialog for action instead of talk
9. Negotiation—Winning is for winners
10. Creativity & Problem Solving—Create solutions to difficult problems
11. On The Spot—How to leverage current events
12. Market Strategies—Target the markets that have the funds
12 monthly Issues of Real WorldService--a newsletter full of valuable tips on current topics:
|
