CUSTOMER SERVICE MANAGEMENT

1. 12 Steps to Successful Customer Service Management – Top to Bottom 360 Degrees
2. How to Inspire and Empower Customer Service People

CUSTOMER SERVICE SKILLS

1. Field Trip Workshop for Exceptional Customer Service
2. Verbal & Non-verbal Communication Skills for Customer Service
3. How to Handle Customer Complaints and Gain Customer’s Trust
4. How to Deal with Customer’s Verbal Abuse and Hostility

EMPLOYEE MANAGEMENT

1. How to Create R-A-C-I Chart to Establish Managers’ Responsibility-boundaries
2. How to Effectively Invest in Employees through Training & Development
3. How to Manage Employee Performance – 5 Elements That Affect Results
4. Starting in Management – How to Create Effective Supervisors and Managers
5. How to Manage New Employee’s First 90 Days
6. How to Coach and Motivate “Average” Employees
7. How to Coach Employees with Corrective and Positive Feedback
8. Motivation Killers that Lead to Employee Behavior Problems
9. Performance Evaluation PART I:  How to Custom-design Measurable Evaluation Forms
10. Performance Evaluation PART II: How to Prepare and Conduct Evaluation Reviews
11. Disciplinary Actions PART I:  When to and How to Apply Progressive Disciplinary Actions
12. Disciplinary Actions PART II: At-Will Employment and Progressive Disciplinary Actions
13. Disciplinary Actions PART II: How to Design “Ready-to-Use” Disciplinary Action Forms

TEAM WORK, COMMUNICATION, WORK ENVIRONMENT & TIME MANAGEMENT

1. How to Apply Work Ethics to Protect Your Business
2. How to overcome Dysfunctional Communication and Codependent Relationship Patterns
3. Building Team through Internal Customer Service and Effective Communication
4. How to Manage Time and Priorities Effectively
5. Sexual Harassment Prevention & How to Apply Appropriate Discipline

EMPOWERMENT WORKSHOP

1. Overcoming Fear of Failure and Fear of Success
2. How to Protect Your Dreams and Pursue Them
3. Year-end Transition Workshop – Moving Forward with Attitude of Gratitude
4. New Year’s Resolution Workshop – How to Map Your Goals and Plans

CONSULTATION & OTHER SERVICES

1. Training Needs Analysis and Onsite Observation
2. Personalized Coaching for Professional & Personal Growth
3. Custom-designing Performance Evaluation Forms
4. Custom-designing Employee Disciplinary Action Forms
5. Train-the-Trainer Courses for In-house Trainers and Managers
6. EQ Coaching Program “Process Nine” for Individual Clients

SPECIAL NEEDS FOR TOURISM INDUSTRY ON GUAM

1. Japanese Customer Service & Etiquette
2. Japanese Language for Hotel, Restaurant, Retail, Transportation, Entertainment, etc.