TMI Training Programs
TMI Training Programs
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As a result of the workshop,
participants will be able to:
Improve service internally as well as externally.
Establish team and organizational commitment to service.
Understand their role in creating an organization focused on results
for the external customer.
Understand what customers need and how their actions impact perceptions.
Take on additional responsibility, "own" problems and train
a heightened sense of the organization's mission and goals. |
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This workshop begins with
participants checking their "excess baggage" and developing a plan
for the two days. Specific topics include: DAY 1: Service: "The Competitive Advantage" -- Focusing on the definition of service: the importance of internal and external service, "Moments of Truth," the "Six Keys of Personal Service"; and exercises and discussion emphasizing the "you-are-the-organization" concept. Know Thyself -- Exploring how factors that influence our personal development influence the quality of service provided. "Who's Who" -- Working with understanding the differences in people and how our interactions with one another are essential for providing good service. "Making the Connection" and "Stroke Power" -- Providing techniques for overcoming profile differences in the organization and bridging gaps. The benefits of positive feedback and guidelines are reviewed and practiced. Participants also identify internal, transitional and external customers to develop specific action steps for change. DAY 2: "Beyond Words" -- Our actions and behavior in the organization often speak louder than our words. Awareness and interpretation of conscious and unconscious nonverbal behavior are reviewed. "Rapport and Pacing" -- Creating and building rapport and practicing the techniques of "pacing" to achieve rapport with customers and co-workers are essential. "Master the Moment" -- Reviewing "good" and "bad" situations of stress in the organization and identifying unfriendly employee and customer systems are the focus points for this topic. Participants learn how to handle difficult customer behaviors with an assertive formula. "The Final Destination" -- Participants develop follow-up action plans and review their commitment to personal and organizational change. |
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Putting People First
is a two-day workshop for all employees in the organization. Group
size is typically 60 - 100. Participants represent a diagonal slice
of the organization, from all functions and levels of responsibility. |
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Participant materials include
the Putting People First workbook and other resource materials. A separate package
of mini-briefing and coaching manuals is available for organizations
with large populations of part-time employees, volunteers or temporary
employees who are unable to participate in organization-wide programs. |
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For in-depth stories of the
impact that the Putting People First program has had on TMI
USA clients, visit the "Customer Spotlight" pages for the
following companies:
CHEVRON SERVICES
COMPANY
AMERICAN EXPRESS
ST. LOUIS ZOO
AMERICA WEST
AIRLINES
EL PASO NATURAL
GAS
THE MEDICAL
CENTER, Beaver PA |
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Building a service culture involves
all individuals in an organization, not just those on the
front line. Putting People First is a highly educational
and motivational program about changing attitudes and increasing
awareness relative to internal and external customer service. In
particular, the program focuses on how everyone in the organization
affects the bottom line of the business through their relationships
with one another. Putting People First
breaks down barriers between departments and helps instill a service
culture in the organization.