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More Rave Reviews

By far the best Customer Service training I’ve attended.

Participant, American EuroCopter

One of the most important things we are doing to prepare for deregulation.

Analyst, Progress Energy

People are acting on what they heard and learned.

Manager, AmeriGas

The response and improvement in our people has been outstanding.

Manager, Saint-Gobain Plastics

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Sustaining results

To continuously drive customer experience ownership and customer focus culture change, we include numerous reinforcement systems and tools in four areas:

1. Manager reinforcement
a. Manager Guidelines to Certify CEOs. Activities before and after training to complete employees’ CEO Certification.
b. Manager Toolkit. Activities to reinforce and apply CEO skills.
c. SAGE Coaching. One-day program to inspire, engage, and empower employees to be CEOs.
d. Observation Forms. Behavior-based tools to give CEOs feedback.
e. FAST Manager-led Training. Practical 30-minute sessions led by manager with team.

2. Employee continued development
a. Participant Toolkit. CEO techniques and activities on the job.
b. Skill-guide cards. Graphic reminders of CEO skills and standards kept near employees.
c. CEO Certificate. To proudly display, for recognition, and as a reminder of being a CEO.

3. Organization-wide support
a. GEMs recognition program. Participants and managers give GEM Slips to recognize other CEOs for giving GEMs to customers. Encourages stories, awards, and executive involvement.
b. Posters. Program wall charts display CEO values and philosophy.

4. Measurement and assessment
a. Levels 1 to 4 measurement tools. Participant feedback, mastery learning, behavior observation, bottom-line impact.
b. Industry standards for customer service metrics.

Many of these systems, activities, and tools are built into the CEO program at no extra charge. Our consultants can work with you to sustain and build upon your results.