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Company-Wide Training
or Ongoing Training Series Options

The following is a sample proposal for company-wide training. This type of approach can be provided for any of the Victory Consulting programs. Many clients will request an ongoing training series involving a combination of our courses. This particular request was for our firm to provide a customer service initiative where all the client’s employees would attend and consistent service standards could be developed for their culture.

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Brittany Joyce
VP of Sales
Client XYZ
New York, NY

Dear Brittany:

As requested, here are preliminary options for the Client XYZ’s all-company customer service initiative. You will find suggested topics of focus included. We suggest picking between 5-8 topics you’d like to make your “service standards” and we can customize accordingly.

Please let me know when you and your peers on the executive committee at Client XYZ would like to set up the conference call and we’ll determine final objectives for program execution.

We truly appreciate your consideration.

In the spirit of service!

Joe Takash
President
Victory Consulting

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Client XYZ and Victory Consulting
Service Excellence
Customer Service Initiative
Project Logistics

1. Estimated # of Participants: 575
2. Estimated # of Sessions: 18-20
3. Estimated Participants Per: 25-30
4. Estimate time for project completion: 7-9 months

Program Content

Suggested Topics of Focus:

1. Build trust with prompt response time and “live your word” conduct
2. Make excellent service a “universal law”
3. Understand that all employees ARE Client XYZ in the eyes of customers
4. Eliminate cynicism and behaviors detrimental to the mission of Client XYZ
5. Make great first impressions through positive greetings
6. Listen with professionalism and compassion
7. Establish common ground and develop friendly customer connections
8. Ask open-ended questions to uncover core concerns & pain points
9. Speak with a genuine and contagious enthusiasm
10. Rebuild relationships through apologies and admission of fault
11. Express gratitude and appreciation
12. Employ a consistent and authentic can-do attitude
13. Own a solutions-focused approach at all times
14. Respond to difficult customers with patience, courtesy and tact
15. Apply outstanding telephone practices
16. Build loyalty through diligent follow-up and “extra step” efforts
17. Elevate company pride to a higher level through a renewed commitment to serve

Program Options and Investment Costs

Option 1: Training Only

• 18-20 Programs delivered at mutually convenient dates and selected locations by February, 2009
• Investment: $144,000-$160,000
• Includes program workbooks
• Includes conference call discussions with Client XYZ management to determine and co-create specific objectives for overall Service Excellence project

Option 2: Training with Accountability and Measurement

• 18-20 Programs delivered at mutually convenient dates and locations by February, 2009
• Investment: $174,000-$190,000
• Includes workbooks
• Includes conference call discussions with Client XYZ management to determine and co-create specific objectives for overall Service Excellence project
• Accountability and Measurement Approach
  • Phase I: Victory Consulting conducts an all-participant survey specifically around core company strengths and needs as related to existing customer service practices
    • Objectives: Provide a healthy organizational dialog within AND use an executive summary of survey as “customized science” to springboard project content and developmental objectives
    • Completion of survey provides participants critical “ownership” right out the gates, i.e., “People tend to buy into more of that which they are part of creating”
  • Phase II: All participants complete self-assessment prior to the first session.
    • Objective: Create individual awareness and reinforce message of serious commitment from the top to support this Service Excellence initiative
  • Phase III: “Commitment to Improve” document to be completed by and shared with all participants in table top format at the conclusion of each session
    • Objective: Expedite change and progress through community disclosure and cross-check accountability, (which statistically increases  the sustainability of change)
  • Final Phase Measurement: Follow-up Survey conducted by Victory Consulting four months after all programs have concluded. All participants provide input on:
    • What they learned from the Service Excellence initiative
    • A progress update on their “Commitment to Improve”
    • Results realized and attributed to practices gleaned from the Service Excellence program

*Investment costs do not include necessary travel and accommodations

• Download our Training Programs brochure for more information.

Contact Victory Consulting now to find out more about training programs.