Our Workshops
Real training for real people.
Workshops that are dynamic, individual & interactive.
Each Workshop is designed & delivered bespoke for your business & your team.
Guest/Customer Service Excellence Workshops
Service Excellence in Action
A workshop delivered with your vision & values at the heart of the workshop – Living & breathing these every day.
Understanding the art of service & the importance of a consistent service culture
Your service style, standards & sequence of service. Your attitude, behaviour & the impact that you have with every Guest/Customer interaction
Knowing & understanding the expectations of your Guests/Customers
Managing challenging situations & people in a professional way
The service journey & how we have a positive impact at each stage of the Guest/Customer journey - Using the skills of social intelligence to understand people & situations. Making sense of people & being you with skill
The importance of attention to detail & how this leads to personalised, memorable service
Service Excellence/ Workplace Coaching
Workplace Coaching is a great way to ensure that the skills discussed & practiced at the Workshops are being used naturally in the workplace.
We work alongside the team, coaching & guiding them as they carry out their role & tasks.
We observe Guest/Customer interactions, guiding & encouraging the team to carry on doing what they are doing well & to make changes, when necessary, to improve what they do to create a positive & memorable service experience for the Guest/Customer.
We carry out the workplace coaching in a subtle way that is not obtrusive to the Guest/Customer, the team or the business.
Service & Sales Excellence in Action
A workshop for all Guest/Customer-facing team members. The workshop will develop the skills to anticipate guests’ needs & maximise potential revenue.
The skills of social engagement & social intelligence – Understanding people
How we express ourselves with confidence – Our attitude & behaviour
Being natural & positive with our Guests/Customers – Be yourself with skill
Acknowledging, knowing our Guests/Customers, using names, naturally engaging with our Guests/Customers, remembering their needs/preferences & building a rapport & trust. Anticipating our Guests/Customers’ needs & the purpose of occasion
Be in ‘The Know’ – Knowing your product, services & business
The subtle skills of suggestions that lead to Guest/Customer needs being met & exceeded. Words & phrases that are effective for selling & are socially intelligent
Developing the skills of maximising potential revenue but always in harmony with the needs of your Guests/Customers – Service excellence leading to increased sales & Guest/Customer loyalty
Leadership Excellence Workshops
Our Leadership Excellence workshops can be designed & developed for Supervisors & Managers.
The workshops will develop their skills to be outstanding & deliver the vision & values of your business in a dynamic & inspirational way.
Style & Impact
Understand the expectations & image of a Manager & the importance of being positive & inspiring in your approach
How to positively communicate the visions & values of your business in your actions
Maintaining quality through attention to detail & exceeding the expectations of the Guest/Customer & the team
How to communicate effectively & give proactive & motivational feedback
Having a style that is focused on the performance of the team, the business & service delivery being consistently delivered to maintain business success
Talent Selection & Retention
Your role & responsibilities with recruitment, retaining the team & employment law
Build on the skills of being competent & confident to carry out effective interviews, talent selection & developing your behavioural interview style
Know how to structure the interview to gain information from the candidate in an efficient time – Face-to-face & online
Being flexible in your approach to interpreting the candidate information & able to identify the right person, with the right skills & experience to join the team
The skills of motivating & retaining your team
The brilliant basics of employment law for recruitment & retention
HR in Action Workshop
Human Resource skills play a vital role in both business performance & people’s careers. HR is about making sure the right people are in the right jobs. Attracting people is an important first step, but that’s just the beginning. How do you then get your people to stay with you, work together as a team & perform to the best of their abilities, day in, day out. Giving them the skills, training & development to build long-term careers. Always protecting their rights & making sure they are fairly rewarded & treated at work.
Understand your role & your responsibility within Employment Law
The rights of employees & related legislation
Contracts of employment & other relevant documentation
Understanding & managing good HR working practices within your organisation
Motivational Performance Reviews
Develop your skills to be able to carry out successful Performance Reviews
Your Performance Review process & how to use this to give the team focus, the drive to continue to perform effectively & develop in the areas that are needed
Bringing to life the organisations vision, values & behaviours when agreeing on SMART goals with the individuals in the team
Using the Performance Review Process to maintain & improve your teams’ performance in line with your organisation's objectives & ensure that your team contribute positively to business objectives & feel valued
“You never get a second chance to make a first impression.”
Oscar Wilde