In this edition:
Go Wild! GO GREAT News:
- “And the Oscar Goes To Your Company!” How Hollywood’s Golden Man can improve your Customer Service.
- You’re Such a Pig” What Your Inner Pig Says about You
- Go Wild! Go GREAT! Adventures: Travel with Rosemary as she guest lecturers around the Tip of South America,
March 9 - 22 aboard Royal Caribbean’s Splendour of the Sea or join her in Costa Rica April 18 – 26th for a 7 – day Now to WOW Safari! http://www.retreatscostarica.com/personal-growth-retreat.htm
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 And the Oscar Goes To..
This year the national business award for outstanding customer service, considered the OSCAR of Customer Service went for a second year in a row to USAA, the Financial and Insurance Provider to the U.S, Military. (Reported in the March 2008 Edition of Business Week)
The news was not surprising since last year alone the Customer Service Team at USAA attended over 240,000 hours of "Additional Training" beyond their "Basic Training"
As you listen to your service rep phone calls, (you do don't you? through call monitoring?); hear and see employees in the hallways, who frankly look and sound more like street thugs than valued and motivated employees; as you read painful customer complaints, customer surveys and oh no, see that customers have told the world how bad your service is by blogging you; Do you think maybe, those responsible for taking care of your valued customers might need a little more training and recognition themselves? Well, perhaps you need to turn to say Hooray for Hollywood!
Rate Your Hollywood Star Power:
The first question for every CEO and Training Manager is how many hours of field training do you give your front-line staff each year to up-level their skills to achieve Oscar Worthy Customer Service Performances? The second question is how effective is that training? The third question is what, inspiring, recognition programs do you have in place to honor outstanding service achievements?
As a Former Director of Customer Service Training, I followed the Hollywood OSCAR Model for Service Training and Employee Motivation, using the format symbolized by Hollywood's Golden Man. It produced results. It inspired and motivated the team and much like the Oscars, was talked about, read about and even ignited friendly competition to be the best. What else could you want in a Customer Service Training and Recognition Program? Here's how to execute a similar Hollywood Style training model and Roll Out the Red-Carpet to your Service Team.
Develop & Deliver Red Carpet Training & Recognition:
1. Define Award Categories for all the Areas of your Company that Impact Customer Service Performance, including those back office functions like technical direction, script writing, and outstanding achievement in special effects (service improvements).
2. Develop a Nomination Process and rules for and selection criteria for "Your Service Academy" that represents a cross section of your organization or departmental areas. This is a critical step requiring analysis of all contributing factors to the total customer experience and award integrity.
3. Acting Class for Customer Service Employees? You bet! Why do actors say the right thing and project emotion? They have scripts and use theatrical/communication techniques! Great Hollywood Actors also understand the principles of directing the Big Picture! Do your employees know what the picture is for your customers? We use an engaging Hollywood theme in our customer service training, usually held in the Spring after the Oscars to reinforce key service principles, introduce award winning customer scripts and even run screen tests with video-tape feedback by a customer service producer. A fun "improv workshop" helps employees improve body language, voice tone and most of all learn to laugh again and connect with the heart of the Customer/Audience. It's all part of the work it takes to climb to the top of the service charts.
4. Finally, start planning your Big Red Carpet Oscar Night. Make It Big! Make It Memorable! Make it the Event of the Year that Everyone Talks About! Make Winning a Service Oscar, the aspiration of every bright star on your team, who has worked hard the past year, to deliver consistent and a heart-stopping customer service performances.
 You’re Such a Pig
(Courtesy of Creative Training Techniques Press) Here’s a training activity I use in my creativity problem solving sessions. Use it to learn more about yourself; Use it to kick off your next team meeting: Use it over the dinner table with your family (when you’re not eating porky).
(Important: Read only the instruction and Don’t Peak at the Interpretation)
 The Pig Personality Test Instructions:
On a blank piece of paper, draw a pig. (You have only 2 minutes)
do not read below this point until you have taken the test.
If your pig is drawn ….
- Toward the top of the paper, you are positive and optimistic.
- Toward the middle of the paper, you are a realist.
- Toward the bottom of the paper you are negative and pessimistic.
If your pig…
- Faces left, you believe in tradition.
- Faces right, you are innovative and active
- Faces forward, looking at you, you are direct and forth right.
- Faces the rear, (psst..you have issues)
If your pig is drawn with…
- Many details, you are analytical
- Few details, you are a risk taker and sometimes commit before analyzing a situation.
- Fewer than four legs showing, you are secure and sometimes stubborn.
- More than 4 legs, seek professional help.
- The size of the ears indicate how good a listener you are—the bigger the better
- The length of the tail indicates the quality of your love life. The longer the tail, the more fulfilling your life. Psst: Do you even have a tail?
To learn more about Rosemary's Go Wild Go GREAT! The Journey From Now To
WOW! Formulas and Training Programs, visit her website...
www.gowildgogreat.com
www.costaricatraining.com
or www.retreatscostarica.com
or email her at: Rosemary@gowildgogreat.com
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