How to Create & Sustain a Strong Service Culture
44 Minute Course - Broken Down Into Two Modules
Most owners or managers know their craft or industry, but many are so busy working “in” the organization, that they forgot about working “on” the organization. How successful could they be if given the right tools and knowledge? We will cover the critical steps that every organization needs to know to create a culture where employees love to come to work and customers love to do business. If you are going to build a castle, you must have a strong foundation and that is what this session will provide. This session is for all leaders.
NOTE: 65% of the content in this course is also in "Turning Managers into Leaders"
Here is What Clients Are Saying
"Thank you for the outstanding job you did at our 33rd Annual Seminar! Your presentation and ideas on how to improve our performance were well received by our entire staff. We have used many speakers in the past and it is rare that anyone has reached the wide variety of personalities and levels of experience that makes up our group."
Ronald Butler, President, Business Careers
"We too in Bangor just finished the seminar with Brad Worthley....as they say in Maine; "He was wicked good!" Thanks to the customer service task force for getting him and the stores definitely want him back!!"
Beth Engstrom, Marketing Manager, Bangor Mall - Kravco Company Properties
“Brad Worthley's messages are inspirational and his delivery is absolutely terrific. He has spoken for us many times during the past several years and, without fail, has received rave reviews. Brad doesn't simply deliver a great message, he truly engages the audience and lifts their spirits. That's good for his motivational speeches, of course, but he accomplishes the same thing during training sessions!"
John S. Swinburn, President, Challenge Management, Inc.
"I have attended many sales and motivational seminars over the years, but Brad's presentation was a refreshing change from the ordinary. Brad is a real entertainer who keeps the audience involved with relevant and humorous anecdotes that can be applied for real use in every day situations. No one leaves one of Brad's shows without feeling invigorated and ready to meet the challenges at work the next day. This is a valuable use of two or three hours that should not be missed."
Scott Hiller, President, Speedmark Information Services
Highlights of the Course Curriculum (44 Minutes)
Module 1 (26 Minutes): Defining a service culture, the radial impact of a poor culture, the "Profit Chain," core values, mission statement, vision statement, service credo and S.W.O.T. analysis.
Module 2 (18 Minutes): Service standards, written job descriptions, hire right the first time, employee surveys, mystery shopping, mandatory department meetings and training as a journey and not a destination.
