The Tools You Need for Change

Our track record of 25 years speaks for itself

Toolkit

Insights

  • Customer Journey Mapping
  • Voice of the Customer Surveys
  • Service Provider Sentiment Surveys

Toolkit

Change Facilitator

  • Courses: Service – the Art: LMS; Classroom (4 1/2 hour); Exec (2 hours)
  • Courses: Selling – the Art: Classroom (6 hours)
  • Courses Functional: Bartender - Basics; Bartender - Advanced; Barista - The Art; Wine Basics; Beer Basics; Hot Beverages (all Classroom 4-6 hours) 
  • Train-the-Trainer Part 1 Technique; Part 2 Methodology; Part 3 ROTI (Classroom 5 days)

Toolkit

Change Implementor

  • Codified Performance Standards
  • Performance Appraisals – per function
  • Supervisory Support Toolkit
  • Communications Toolkit
  • Employee Sentiment Templates
  • Employee Engagement Templates 
  • Other: Incident Reporting; Quality Control

Toolkit

Change Evaluator

  • Daily Exit Polls
  • Weekly Customer Surveys
  • Monthly Mystery Customer Surveys
  • Employee Sentiment Surveys

Toolkit

Institutionalisation

  • Executive Team Dashboards
  • Senior/Operational Management Dashboards
  • Customer Satisfaction Dashboards
  • HR Dashboards