Collier Performance Consultants
Developing leaders. Growing organizations. Maximizing profits.


Offerings and Services

  • Customer Experience Consultation
  • Manager and Leadership Coaching
  • Team Building
  • Myers Briggs Type Indicator Facilitation
  • 360 Degree Feedback Facilitation
  • Business Performance Improvement
WORKSHOP DESCRIPTIONS


    greatservice 

Program designed for managers our team leaders of customer service departments or groups. Participants develop a clear understanding of the relationship between a service provider and customer AND the responsibility of the service provider to ensure every interaction is a positive one. It is the manager who fosters the environment that supports front-line service personnel to consistently delight customers.
    greatservice is not a traditional seminar or training program but rather a structured discussion that facilitates a shared definition for exemplary service. Participants build on their own experiences as both customers and service providers to develop a new mindset which establishes the foundation for positive customer relationships.


    Here's what you will learn:
        • Setting clear expectations

    • Whenever possible, exceeding expectations
    • Recovering from a service failure
    • Mending a damaged relationship
    • Moving from satisfaction to loyalty to referra


Leadership Skills: Essentials for Your Success
These days, when organizations want to save money by running lean and mean, showing and using leadership skills has become an increasingly important, if often unstated job requirement for individual contributors as well as management.  Those who show initiative and the ability to marshal support and cooperation will more often stay off layoff lists and have much better access to plum assignments and promotions.


Here’s just some of what you’ll do in this workshop:

  • Is leadership something you’re born with or can it be learned? How many of the skills and behaviors of the best leaders come naturally vs. through training?
  • 10 Characteristics of Great Leaders -
  • The most commonly identified leadership characteristics. Some may surprise you.
  • A group exercise based on a short video of a desert survival situation, to experience and identify leadership roles that are natural to you and to others.
  • Defining Moments – A personal story from 9/11 in New York City
  • Leading versus Managing – There is a clear difference.



Effective Communication Skills
Would you like to communicate in a way that motivates performance and delivers results?
We learn to communicate as children, and we develop our style of communicating in our families, in school and with friends. Our styles evolve from “what works” with both those in charge and with people with less power than we have. By the time we hit the workplace, our communication style is pretty well solidified.
However, our styles of communicating don’t always motivate performance. In some cases, it does the opposite, leaving us confused about how to communicate more effectively or that the other person is just being difficult. It is possible to communicate in such a way that we achieve the outcomes we desire with a lot less drama and conflict.
This workshop is for anyone in a leadership position, whether you’re a team leader, a department manager or a senior level executive. Good communication skills are a plus, especially when your communication style is clear, motivating, produces results and improves relationships.

Here's what you will learn:
  • The three key ingredients to motivating people
  • How to effectively motivate performance in the workplace
  • How to give feedback when work is completed as requested or not
  • How to work through disagreements, high emotions and conflict



Problem Solving Process

Delivering quality means meeting or exceeding your customers’ requirements and expectations – first time, every time. An organization that has quality issues or that is ineffectively applying methods for its improvement may find that its quality goals aren't being met.

This workshop introduces a systematic, five-step process for identifying and solving problems that affect quality within an organization. Each step – Focus, Analyze, Develop, Execute, and Evaluate – employs specific tools, such as data gathering, cause/effect diagrams, return on investment analysis, and many more. The combination of the process and the tools will provide you with a powerful strategy for addressing quality issues in your organization.

 

Here’s just some of what you’ll do in this workshop:

  • Develop an understanding of the problem solving process.
  • Learn the five steps for identifying and resolving quality issues.
  • Gain experience applying problem solving tools.
  • Become aware of common pitfalls in the problem solving process and learn how to avoid them by applying this systematic approach.