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MLHA
PO Box 4701
Portsmouth, NH 03802-4701
tel 603.436.2958
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Change Behaviors and Attitudes Through the Feelings Concept...Developing Your Most Powerful Asset: "Front-Line Employees"
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Three sessions of two hours each, designed to encourage interaction, focuses on personal growth and development. Resulting in superior quality service with customers. Industry Specific Versions are available.
Retail / Service -- Applies to retail service and skilled labor work environments.
Professional / Office/Financial / Manufacturing -- Quality Service...First Time, Every Time is a three session program tailored to professional office and financial environments.
Clinics / Managed Care / HMO -- The Essence of Caring focuses on attaining excellence in patient relations, customer service and client loyalty through a learning technology specifically designed for the unique needs of clinics, managed care, and HMO's.
Hospitals -- The Spirit of Excellence is designed for hospitals in the health care industry. Also available in Spanish and Chinese.
Blood Centers -- The Blood Center Spirit of Excellence is designed to teach blood center staff to deliver exceptional quality service.
Supermarket -- Written specifically for the supermarket industry.
Higher Education -- Connections is designed for support staff in colleges and universities to improve recruitment and retention of students.
Car Dealers -- Car Dealers is designed specifically for new car dealers to increase their Customer Service Index (CSI). Tailored to help their total work force become customer service driven.
A Powerful Tool for Local Government -- Attaining Excellence, a modular designed, video-based system created for local government and built around five elements of quality service:
- speaking in a courteous and caring manner
- working together
- listening with respect and asking questions
- performing to your best ability to satisfy customer needs, and learning to resolve problems
Its modular design can be used in one or two day formats, or in 10 shorter sessions of 60-90 minutes.
Five Star Service for Hospitality -- Five Star Service was carefully designed to improve and sustain the performance of front-line employees. In the hospitality industry, guests are the key to success. Having a well trained and service oriented staff would help to reach this attainable goal: Five Star Service in any hotel environment.
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Custom Designed Programs
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We design service quality and sales learning systems to fit your specific needs, objectives and performance based criteria. Our expertise is in creating instructionally designed training programs using service and selling skills for the total work force. Customized Versions are available.
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Exceptional Service - One session training programs
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Exceptional Service is a one session, video-based program. Design allows session to be implemented in two or four hours. Content focuses on your role in service quality; care and concern; value-added service; problem solving and service recovery.
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Employee Idea Campaigns
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Influence Customers, Eliminate Waste and Improve Productivity
Cutting Costs and Eliminating Waste: Buck-A-Day Campaign
A bottom-up communications campaign that asks employees to focus on cost reduction. The objective: find a way to reduce costs by at least a dollar day. The BAD campaign creates a climate that is receptive to change and improvement, resulting in major improvements; that can produce millions of dollars in annual savings.
Involving Everyone to Improve Customer Satisfaction: Good Idea Campaign
This campaign is designed to tap the knowledge and experience of every member of your team: those on the firing line and in support positions. It asks each group and department to find how they can better satisfy the needs of their internal and external customers. The campaign in flexible enough to extend its focus to quality and other areas that need improvement ideas from employees.
Cutting Costs and Improving Productivity: Bad-Is-Back Campaign
Bad-Is-Back is a sequel to the original BAD campaign. This campaign asks the employee to look not only for cost reductions but productivity improvement ideas, as well. It's an excellent way to open up communication channels and to give morale a boost.
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Service First video library
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Building and Retaining a Service Culture with the Service First Video Library.
Series of 12 videos is ideal for training new employees and excellent for self-study. Each monthly video is designed so you can tailor training sessions to meet your needs. Sessions can be 15 minutes in length or expanded up to an hour.
A discussion guide and answer sheet, which can be copied, accompanies each video.
12 Video Titles:
- Your Key To Customer Satisfaction
- Teamwork Development
- Handling Complaints And The Irate Customer
- The Language Of Positive Communication
- Effective Questioning and Listening
- Exceeding Customer Expectations
- Value-Added Service
- Effective Telephone Techniques
- The Art of Satisfying Customers
- Service Recovery
- Empowerment
- Total Quality Service
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