Workshops/Programs
Update 4/7/20: All of the workshops I offer can be adapted to online training for staff. Contact me and let's discuss how this can work for your organization. jproukens@gmail.com
“I Love This Place!” Practical Lessons in Customer Service
Satisfied customers are essential to the success of any organization. The sole reason your organization exists is to provide quality services to those that it is your mission to serve. If customers do not find what they need and do not receive courteous service, why should they keep coming to you? This program identifies behaviors that promote good customer service, not only to your external customers, but internally between all staff. After all, isn’t cooperation and respect for all the keystone to a thriving organization?
Length: 3 hours (Can be less. The content and activities are adjusted accordingly.)
Objectives: By the end of the workshop, participants will be able to:
Describe good customer service
Apply behaviors that ensure good customer service
Apply strategies to ensure a customer focused organization
Training Techniques & Activities Available: Trainer presentation, small group activities, group discussion, case studies, written exercises, handouts
Audience: Staff in all departments needing a basic or a refresher course on customer service skills
Customer Service from the Supervisor’s Point of View
Delivering great customer service consistently in an organization or business is not achieved by accident. It needs nurturing and teamwork. This workshop concentrates on thinking and talking about how, as a leader in your organization, it is your responsibility to:
Guide your employees to provide great customer service
Help develop your organization’s culture of delivering customer service excellence
Objectives: By the end of the workshop, participants will be able to:
Describe good customer service
Promote its value to your staff
Identify good organizational customer service practices
Implement behaviors that ensure good service
Employ strategies for coping with difficult situations
Training Techniques & Activities Available: Trainer presentation, small group activities, group discussion, case studies, written exercises, handouts
Length: 3 hours (Can be less. The content and activities are adjusted accordingly.)
Audience: Staff currently acting in a supervisory capacity
Effective Presentation Skills: Practical Tips for Success
The ability to speak effectively and persuasively to a group is an essential skill for any type of business success. Do you have a budget presentation coming up? Have you been invited to speak about your organization to local service clubs such as Rotary or business organizations like the Chamber of Commerce? Are you seeking funding partners? This program covers the basic elements of a well organized and professional presentation. The key elements are preparation, organization and enthusiasm for your topic. Don’t just get up and speak - call the group to action! Learn how to create and deliver a stellar presentation that informs and gets results.
Objectives: By the end of the workshop, participants will be able to:
Grab the attention of their audience
Assess and maximize the speaking environment
Identify and correct vocal, verbal and visual image problems
Handle questions with ease
Calm their nerves
Length: 1.5 - 3 hours. (The content can be expanded or contracted to cover topics in greater or less depth and to fit the time allotted.)
Audience: Anyone who in their personal or professional lives speaks to groups. Think Soroptimist, Rotary, town/county/state government councils, Chambers of Commerce, Boards of Trustees, grantors, foundations, colleagues, professional organizations, clubs, political organizations, your place of worship, etc.
Training Techniques & Activities Available: Trainer presentation, group discussion, handouts