Service Enhancement
The RavenHouse service audit is a comprehensive analysis of all the services provided by your business. It identifies your business's strengths, weaknesses, and best opportunities for dramatic improvement. By examining everything about your company that relates to the services you provide, the service audit identifies the top opportunity levers that will move your organization toward becoming the best of the best.
What results can one expect from a service audit?
The service audit identifies the keys to your success as well as the barriers and obstacles that must be addressed if you are to become a world-class service organization. But that's not all. It will provide both strategy and tactics for moving ahead.
A service audit is the foundation tool for planning your service quality improvements. It replaces trial and error initiatives with proven service optimization methodology. It turns best intentions into a clearly focused plan and provides the support to back it up. More...
Executive
Retreat
RavenHouse International’s Executive Retreat
provides an opportunity to:
• Define or redefine brand identity
and market positioning
• Develop a shared vision and
mission
• Develop both strategic and
tactical solutions
• Build a team based on trust
that is able to communicate
their needs and understand
the needs of their team
• Form individual commitments
to the team by all members
• Establish an action plan by
which the team will hold
itself accountable
• Create methods/systems to
measure success
The Executive Retreat enables participants to understand each other, the direction of the hotel, and their roles in achieving the company vision. Participants emerge not only with a clear sense of short and long-term goals, but also with the tools and inspiration to work together as a team to achieve these goals.
BOSS
(Basics of Supervisory Skills)
BOSSSM uses innovative and experiential
techniques to help hotel supervisors and managers acquire
the skills, knowledge and attitudes to supervise staff
effectively. Participants define their roles as supervisors,
learn situational leadership and improve their communication,
delegation, inter-personal, motivational and problem-solving
skills.
Taught in over 30 countries, this program equips both experienced and new supervisors and managers with the skills and knowledge to become more effective leaders. It builds self-confidence, reduces unproductive behaviors, and empowers participants to manage their staff productively.
TFR
(Training for Results)
TFRSM teaches hotel managers and supervisors
to design and install ongoing training programs using
the most effective training techniques. Participants design
and conduct several 8-minute training sessions that are
video taped and critiqued by the group.
Taught in over 30 countries, TFRSM gives hotel managers and supervisors the skills and confidence to conduct effective, state of the art training on a regular basis. Participants learn how training can increase employee motivation, self-confidence and loyalty.
Quest
for Total Quality
QUEST, a challenging and fun two-day business
simulation, introduces the basic concepts of perfect service
to management and staff. It is an ideal way to establish
a company-wide understanding of world-class service.
Quest for Perfect Service focuses on customer orientation,
inter- and intra- departmental teamwork, continuous improvement,
measurement and process optimization. Participants gain
a common understanding of the components of world-class
service and what it takes to sustain it. While having
fun, participants take away specific strategies to begin
implementing perfect service management concepts into
their jobs.
TIGER
(Training in Guest Employee Relations)
TIGERSM uses innovative and experiential
techniques to help staff develop a customer orientation,
an understanding of service excellence and the interpersonal
and problem-solving skills necessary for professional,
efficient and gracious customer service.
This course, taught to over 150,000 staff in 30 countries, empowers front line staff to take responsibility for customer satisfaction and delight. It promotes teamwork and improves service quality and customer satisfaction.
Service
Recovery
Service Recovery teaches front line staff
the skills and techniques needed to turn negative situations
into positive outcomes.
Service Recovery incorporates the organization’s values and principles and teaches participants how to use these when dealing with service challenges. Participants will learn how to confidently deal with challenging situations and show more empathy when confronted with a service challenge.
Guest
Communication Skills
Outstanding service quality begins with outstanding communication
between guests and staff. This interactive course teaches
the skills required to deliver consistently outstanding
customer service. Through custom designed case studies
and role plays, participants learn how to diagnose customer
problems and take immediate corrective action that will
delight customers. Employees in all departments learn
how to collect critical customer information that management
can use to create unbeatable competitive advantage.
Professional
Telephone Etiquette
Professional Telephone Etiquette teaches
telephone skills that create positive first impressions.
Participants learn to maximize the first 15 seconds,
to enunciate clearly, and to use active listening
techniques to clarify a caller’s needs. They
will also learn to place callers on hold and transfer
calls without irritating the caller.
Participants will learn how to confidently create strong positive perceptions of their organization through telephone interactions. Professional Telephone Etiquette will help participants handle difficult callers professionally and efficiently, transforming complaints into valuable feedback and loyal customers.
The RavenHouse Service Audit addresses the following questions:
Do you have the right people in the right jobs doing the right things?The service audit will examine every aspect of the service your company provides and produce competency maps for critical jobs. The maps can be used for recruiting and selecting the best people with the best potential for delivering outstanding service.
Do you have effective tools for gathering employee and customer information?
Customer and employee expectations are continuously changing. To deliver outstanding service to both, you must collect the right data and know how to use it. You must also anticipate customer requirements so that good intentions can be turned into outstanding results. The RavenHouse service audit will provide an accurate snap-shot of exactly what your employees and customers need, want, and expect.
Have you developed key service quality indicators?
Our Service Quality Audit will provide the necessary tools to allow you to benchmark your company against best-in-class competitors. It will help you establish your critical service quality standards and create the tools to track them. It will define your service delivery priorities and provide a plan for executing perfect service. Lastly, it will identify and profile critical service delivery improvement strategies.
Do you have a strategic service plan that optimizes your service potential?
A service audit will evaluate your plan's effectiveness and identify the strategic questions critical to your short-term and long-term success. If you do not have a strategic service plan, the service audit will help you create one.
How closely aligned are you with the best-of-breed success models of world-class service organizations?
The RavenHouse best-of-breed Service Model is the gold standard for structuring a highly effective service capability. The service audit will bench mark your organization, identify opportunity gaps, and create a roadmap for the future.
