6 three hour modules, available on-site, and in video-workbook format: A thorough program focusing on:

• the value of outstanding Customer service and how to provide it
• best practices on achieving world-class customer satisfaction
• winning with difficult Customers
• criteria on  achieving lifelong Customer loyalty

Leadership Development:

This is an intensive program where managers develop the skills required of today's leader - communicating, understanding others, coaching, counselling, and team building. This program offers participants a unique opportunity to determine how their leadership and management 'style' is perceived by others.

Service Excellence Leadership College

2 day program for supervisors & managers : This covers how to analyze group dynamics, deal with challenging participants, creativity in the classroom, and thinking on your feet. In many cases even veteran trainers can benefit from a refresher course in the basics, so you may want to encourage an in-house workshop.

Sales Skills

Customized to Client requirements: This program teaches the flexible selling skills salespeople need to get commitment from prospects and customers. Participants learn a consultative approach to sales most acceptable to buyers in any marketplace.

Service Excellence Advisor

Customized and proven front-line driven program for changing the culture in workplaces characterized as chaotic, under-performing and lacking in Customer focus.

Program enhancement options:

Sophic Learning Systems - Multi-media training programs

Sample Retail Clients:

Toronto Hydro,Hospital for Sick Children, Sutter Amador Hospital (California), Atlantic Shopping Centres, Canadian Tire (MB, NB), Esso, Yamaha Music Canada, Sunoco, and many more.

Culture, Leadership and Performance - Organizational Development

Focus Groups, Surveys, Polls, Diagnostics

Customer Service/Sales Excellence: