Training that changes how your people treat every customer.
Practical, high energy workshops for frontline teams and leaders. Every programme is tailored to your industry, your customers and your culture, and built to move the 3 R's: retention, reputation and revenue.
Designed and delivered by Yanique Grant
Original programmes built from 17 years of Caribbean and US client work. Each one is customized with your scenarios, your service standards and your customers' language before it reaches the room.
Leading with Emotional Intelligence
Leaders set the emotional temperature for their teams, and teams pass it on to customers. This programme gives supervisors and managers the self awareness and people skills to lead calmly under pressure and build teams that want to perform.
- The five components of emotional intelligence and how to measure your own
- Managing your reactions in high pressure moments
- Empathy, trust and difficult conversations with team members
- Reducing burnout and reengaging a tired workforce
Mastering the Art of Service Excellence
Service excellence is a set of habits, not a slogan. This programme turns your service standards into everyday behaviours your team can use at the counter, on the phone, over email and on social media.
- What customers expect today and how expectations are set
- Positive language, tone and active listening
- Owning the problem and recovering a bad experience
- Creating memorable moments that build loyalty
The ABC's of a Fantastic Customer Experience
Built on Yanique's book: 26 simple strategies, one for each letter, from Attitude and Bold Brand to Empathy, Find Solutions and Innovation. Each letter comes with reflection questions so participants apply it on the job the next day.
View brochure (PDF)Service First
The essentials of quality customer care in one day: positive communication, telephone and email tips, listening, managing emotions, handling angry customers and service recovery.
View brochure (PDF)Creating Synergy Through Success
Strong service cultures run on strong teams. This workshop covers why synergy fails, the tenets of team building, the traits that foster teamwork and ten tips for career success.
View brochure (PDF)Proven worldwide, delivered locally
Developed by Service Quality Institute and used with over one million people globally. Every programme comes ready to roll out with participant books and video modules, delivered by a licensed SQI trainer.
What your team receives: participant workbook, video lessons, skill reminder card and a certificate of accomplishment. Open any brochure below for the full outline.
Feelings: Retail Service
SQI's number one programme for retail and hospitality teams. Builds the attitude and habits behind consistently warm service.
View brochure (PDF)Feelings for Professionals
The Feelings programme adapted for banks, insurance companies and professional offices outside a retail setting.
View brochure (PDF)Healthcare with Feelings
For hospitals, clinics, doctor and dental offices, and medical centres that want patients to feel cared for, not processed.
View brochure (PDF)Leading Empowered Teams
Gives leaders the tools to build a service quality culture where employees take ownership without waiting for permission.
View brochure (PDF)Coaching for Success
Coaching techniques, encouragement and sensitivity skills that help leaders get performance because the team wants to deliver.
View brochure (PDF)Empowerment: A Way of Life
Helps employees feel confident to fix problems on the spot when things go wrong, so customers are not passed around.
View brochure (PDF)Handling Irate Customers
Practical solutions for upset customers face to face, over the phone and on social media, while still delivering a great experience.
View brochure (PDF)Loyal for Life
How to turn an unhappy customer around in 60 seconds or less: act quickly, take responsibility, be empowered, compensate.
View brochure (PDF)Speed: Do It Fast, Do It Now, Do It Right
Customers today want speed. Builds a speed mindset plus the systems and technology that remove delays.
View brochure (PDF)Remember Me
Memory techniques that help staff recall customers' names, preferences and details, so every customer feels known.
View brochure (PDF)Exceptional Service
The specific behaviours that separate good service from exceptional service and turn customers into raving fans.
View brochure (PDF)Moving Up
One of our most popular workshops. Participants build a vision board, dream big and map a plan to grow their career.
View brochure (PDF)Standards and reinforcement after the training
Training lifts performance. Clear standards and ongoing reinforcement keep it there.
CX Charter and Service Level Agreement Development
Yanique works with your leadership team to define the service promise you make to customers and the internal standards departments owe each other.
- A customer facing CX Charter with clear, measurable commitments
- Internal Service Level Agreements between departments
- Rollout support so every employee knows the standard
Service First Video Library
Keep service top of mind all year. Twelve short videos on twelve customer experience topics, one for each month, ideal for team huddles and staff meetings.
View brochure (PDF)Measure first, then train
Let's build the right programme for your team.
Tell me about your team, your customers and what you want to change. In 30 minutes we'll map the programme, format and timeline that fits.
yanique@theelevatecx.com | South Florida (786) 681-9195 | Jamaica (876) 813-5196