John Marx

Do you need to Build a System of Superior Customer Service? Or maybe your current Service Initiative needs a tune-up?

Allow John Marx "Your Best Customer" to bring his Customer Service Factory to your meeting or organization a start creating superior service immediately.

The Customer Service Factory is a modular service-training program that comes to your training room or conference workshop.  You choose from a menu of 14 topics and select only the ones that are right for your group and the length of your program.

This training is focused on the participants leaving with a "product" they have built that creates or improves their customer service program.

Factory topics include: Benchmarking Superior Service, Establishing Service Standards, Leadership for Service, Creating Service Values and Culture, Orientation for Service, Handling "Tough Customers", Hiring & Firing for Service, Service Training, Recognizing & Rewarding Superior Service, Delivery of Service, Evaluation of Service, Tuning Up Your Service, Repairing Broken Service, Creating Fun Service Training Games.  Most topics can be presented in a one hour format and each topic can be pieced together with others to build a longer training program or workshop.

The Customer Service Training Camp goes one step further when John trains a team of your superstars as trainers who then train the rest of your team in an on-going process of service excellence.  The training is hands-on and structured in real to life training scenarios that provide the benefit of realism and supportive coaching.  Create a self-sustaining system to continuously improve your Customer Service in-house.

John Marx was a police officer for over 23 years and worked as a Hostage Negotiator on the SWAT Team for 19 years.  He has been a speaker and trainer since 1981.  He brings superior communications skills, a keen observers eye and over twenty years experience training law enforcement officers in hands-on and real life training situations.  These techniques can be adapted to your working environment and they provide some of the best quality training you can provide for your team.

Assemble the Service Training you Need From the Options Below:

What is the Customer Service Factory?  It's a modular service-training program that comes to your training room or conference workshop.  You choose only the topics that are right for your group.

This training is focused on the participants leaving with a "product" they have built that creates or improves their customer service program.

Topic:

Leadership in Customer Service (1hr)
Creating Values & Establishing Culture (1hr) 
Orient for Service (1hr)     
Benchmarking Superior Service (1hr)   
Establishing Service Standards (2hrs)   
Handling "Tough Customers" (1hr)   
Hiring & Firing (1hr)     
The Importance of Training (1hr)    
Recognition & Rewards (1hr)    
Delivery of Service (1hr)     
Evaluation of Service (1hr)    
Before You Lose Your Customers (1hr)    
Fine Tune Your Existing Program (1hr)   
A Playful Examination of Service (1hr)   

Product:

Forge a Leadership Model
Write a Plan for a Positive Culture
Develop an Orientation Program
Generate a Service Benchmark
Assemble Basic Service Standards
Craft a Service Crisis Plan
Create a new Testing Process
Build Quick Service Training Programs
Design an Employee Reward Program
Produce a Manifest for Service
Overhaul your Evaluation Process
Work Orders for Success
Service Tune-up
Take Home Training Games

The Outcomes:

In Customer Service Factory training, participants develop methods and materials that they can bring back to their jobs or organizations and implement immediately.  The Factory Manual Workbooks provide guidance as well as working "blueprints" for service success.

FOR A FREE PREVIEW VIDEOTAPE, CD, DVD, MORE INFORMATION,
DATE AVAILABILITY OR PRICING CONTACT US AT:

Professional Speakers Bureau International

Tels: (614) 841-1776 • Fax: (614) 846-3803

1112 Firth Avenue Suite 301, Worthington, Ohio 43085

 E-mail : speak@terrificspeakers.com

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