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T.A. Yanovitch, Inc. offers a variety of workshops that will be customized to fit your unique organizational needs. Listed below are the most frequently requested seminars.

The delivery of excellent service must be viewed as a way of life within an organization, not an add-on to the employee’s job responsibilities. This means engraining it into the culture of the organization so that it becomes known that “service excellence” is just business as usual. It starts with identifying the higher purpose of the organization and identifying the employee behaviors to consistently achieve the higher purpose. It also means looking at the systems and processes in place to sustain a culture of service excellence and the leadership actions that are necessary to ensure they stay in place.

Learning points:

  • How to develop a Service Philosophy and Service Standards
  • Review and explore the leadership actions needed to create and sustain a culture.
  • Identify the critical elements to create an ideal customer experience

Who should attend: Managers and above who have the ability to impact a department/division

World-class customer service doesn’t just happen; it must be planned, taught and implemented, if it is to be delivered consistently. “Everything speaks” in your environment to the customer and has an impact on their experience. This program engages attendees to look through the “lens of the customer” and see, hear, touch, and feel what it is like to do business with your organization. The critical elements that make up the customer experience are identified and explored using the participant’s workplace for application. Tools to raise the bar on quality service  are introduced and practiced for understanding and use.

Learning points:

  • What it takes to “look through the lens of the customer”
  • How to identify the critical elements that make up the customer experience
  • Service mapping the customer’s interactions with your processes
  • Applying an Everything Speaks checklist to your area

Who should attend: Any and all levels of employees

An important skill to building relationships is to be a good listener, yet it is a skill least practiced and taught. Listening, is the highest form of recognition you can give another individual, whether they be your boss, peer, employee, customer, etc. This workshop, using a profile assessment, will determine the participant’s most frequently used listening approach and how to develop this skill to improve overall communications and better relationships. It will also help participants to appreciate the value of the various listening approaches in different environments.

Learning points:

  • How to develop your listening skills to improve communications and teamwork
  • Understand how the different listening approaches can be used to build better relationships
  • Learn to appreciate the value of various listening approaches in different environments

Who should attend: Any and all levels of employees

Trust, cooperation, teamwork, sales and productivity are increased as individuals learn what motivates their behavior and others around them. Using the DiSC profile assessment, each participant identifies their personal behavioral style and then learns to read others’ style. Using the information, individuals can improve communication, reduce conflict, foster teamwork and build better relationships. Selling becomes easier as one learns to connect and adapt to the other person’s comfort zone. Co-worker relationships improve as one becomes more accepting of another’s behavioral tendencies. Managers learn how to bring out the best in each employee.

Learning points:

  • Understand the basic personality styles
  • Learn the tendencies of each style and personal insights into your own behavioral style
  • How to maximize the knowledge of each style and its motivators to build better relationships with others
  • Explore development opportunities within each style to improve communications and working together
  • Understand influencing factors that affect our leadership abilities in both formal and informal leadership roles

Who should attend: Any and all levels of employees

Sales are the lifeblood of most organizations. Effective selling requires you to know and understand your personal sales style. How are you most comfortable selling to others? Secondly, it is recognizing and understanding your customers’ buying styles in order to build the relationship that generates the confidence and trust to make the purchase. Finally, it is learning to adapt your sales style to your customer’s buying style. The result is a better relationship that lays the foundation for building customer loyalty and future sales. This workshop uses an assessment profile to determine each attendee’s selling style and then provides them with the opportunity to read their specific customers and determine the best sales approach.

Learning points:

  • Identify and explore your most comfortable selling style
  • How to identify your customers’ buying styles
  • Learn how to adapt your style to the customer’s style to build trust

Who should attend: Employees who are in a sales role

Every point of contact with your organization makes an impression. Service Mapping looks at your processes through the lens of the customer. This workshop helps departments and work groups examine their processes to identify opportunities that move them from offering mediocre, average customer service to creating a Wow of excellent service at as many touch points or potential touch points as possible. This becomes the new standard of how to deliver on the process for all employees and becomes the only way that new employees are taught how to deliver.

Learning points:

  • Identify points of contact
  • Recognize opportunities to build relationship with customer
  • Explore raising the bar at each touch point
  • Learn importance of consistent excellent points of contact

Who should attend: Any and all levels of employees

This is a five module course designed to build the skill level and confidence of supervisors new to the position, supervisors looking to develop stronger skills, and managers who are wanting to maximize their leadership potential.  Each module builds on the previous module and can be spaced apart or done together in a compacted time frame.  The outcome is more confident/skilled supervisors and managers who are prepared and ready for the leadership role.

Learning points:

  • Building your personal credibility
  • Motivating work group commitment
  • Engaging management support
  • Improving your communications and style
  • Winning cooperation
  • Dealing with demotivated employees
  • Resolving conflicts within your team
  • Praising employees effectively
  • Changing negative behavior

Who should attend: Supervisors and managers