We also have effective learning systems for the training of managerial levels and front line staff. All the programs are tailor-made according to the needs of the company and the goals to be achieved .

We work together with the organizations, helping them keep customers, build market share and improve the performance of the entire workforce so they develop a culture of delivering superior customer service .

We specialize in the training of the following types of companies :

• Hospitality
• Food and Beverage
• Tourism
• Health
• Retail
• Supermarkets
• Entertainment
• Banks
• Insurance Companies
• Other Service Companies

Why is service quality training necessary?

1. Because a company's success and continuance depend on customer retention and this can only be achieved by rendering quality services .
2. Because 70% of the reasons why a customer decides to change a supplier is due to service problems .
3. Because it is much more expensive to attract a new customer than to keep a current one .
4. Because when companies offer the same products and count with the same infrastructure, they can only get a competitive advantage through a continuous improvement of the service .

The staff that interacts with the customer on a daily basis is the image of the company. Staff's skills, courtesy and service attitude make the customer build an opinion about the company's service quality. These are the most important positions in a company because they are the ones which must satisfy the customer .


Service First Videos

Service First is a series of 12 ahort and powerful videos/CD/DVD that makes it easy teaching everybody at your company the values, skills and attitudes crucial to deliver an outstanding service. No outside consultants needed .

Service First comes complete with an online Facilitator Set, which you can download for free from internet with the secret password that will arrive with your order. It includes 12 Discussion Guides and Powerpoint presentations .

• Video 1: La clave para la satisfacción del cliente
  The foundations of exceptional service .
  
  
• Video 2: Teamwork Development
  Skills for customer-focused teamwork. How to join forces with co-workers to deliver better solutions and a better experience to customers .
  
  
• Video 3: Handling Complaints and the Irate Customers
  Skills to solve problems, handle complaints and deal with the irate customers .
  
  
• Video 4: The Language of Positive Communication
  Methods to create positive interactions with customers and co-workers. Ideas to energize work environment and improve morale .
  
  
• Video 5: Effective Questioning and Listening
  How to precisely detect customer´s needs, desires and expectations. Skills to ask questions, active listening and confirm understanding .
  
  
• Video 6: Exceeding Customers Expectations
  How to make an extra effort to achieve market differentiation .
  
  
• Video 7: Value-Added Service
  Keys to add value to your service. How to use the “positive surprise” element to gain customer loyalty and turn customers into friends .
  
  
• Video 8: Effective Telephone Techniques
  How to best serve customers during telephone interactions. The video covers all elements of communication .
  
  
• Video 9: The Art of Satisfying Customers
  Strategies to keep customers and have them come back over and over again. Ideas on how to get free word-of-mouth advertising through satisfied customers .
  
  
• Video 10: Service Recovery
  How to turn service problems and difficult situations into positive experiences that ensure the customer come back. Techniques to save the relationship with the customer after poor service or a mistake has occurred .
  
  
• Video 11: Empowerment
  Guidelines to take responsibility and assume ownership of problems to solve them immediately .
  
  
• Video 12: Total Quality Service
  A review of the fundamental ideas introduced in the previous videos. How to manage the process of improving customer service .