Flawless Delivery is a customer service training program that incorporates a strong foundation of empathy, communication and engagement in order to demonstrate the quality of service necessary to retain guests in today’s competitive environment. The training consists of 20 hours over the course of two days and one evening and uses gamification, small group projects, role play, team building exercises and lecture to engage participants.
This unique training starts with a strong foundation of empathy, communication and engagement highlight the quality of service needed to retain customers in this competitive atmosphere.
The main goal of the program is to equip frontline workers with the skills needed so they can communicate and engage with guests as well as with coworkers in order to deliver the quality of service the traveling public has come to expect.
Goals of Flawless Delivery Customer Service Training:
- To equip frontline workers with the basics of customer service
- To improve customer service skills to reflect authenticity and engagement
- To improve verbal and nonverbal communication skills and how to become an active listener
- To increase employee motivation
- To increase employee emotional intelligence and how to manage emotions in the workplace
- To demonstrate effective stress management techniques and how to manage work-related stress and build resilience
- To improve conflict management and resolution skills and how to negotiate positive outcomes
Employers are facing a new work climate unlike any other and it affects all levels of the
workforce. It is now common to find entry-level employment on the job with little to no training, while upper management covers the responsibility of multiple positions. While hospitality is one of the career paths one can quickly advance, turnover is still very high most likely due to burnout and lack of training on how to be successful for both the business and the individual employee. The Flawless Delivery Hospitality Certification program provides a foundation for customer service that increases employees’ sense of self-worth and their value to the company.
We are partnering with hotels and hospitality professionals throughout Alabama and beyond to ensure the most memorable experience for visitors throughout the region.
This unique training brings each cohort as guests to a hotel property, giving them the opportunity to see their jobs from the customers’ perspective. Using gamification, small group projects, role play, and lecture, the training encourages development of social capital and team wide investment.
Training is rounded out with guest speakers including local community leaders to emphasize the importance of these workers not just for the industry but for the state as a whole; and career hospitality workers to tell their story of entry into and advancement through the industry.
We have received top ratings on evaluations with most participants thanking us for the training and letting us know that this has inspired them, re-energized them and their team, and they are excited to get back to work and implement these new techniques, skills, and ideas. Many have never been able to attend any professional development training. This has made a tremendous difference in their overall moral, commitment and determination to grow their career in tourism!
