On-site training, virtual classrooms, instructor-led or self-paced training programs are all effective ways to achieve your training goals. Combine these proven behavioral change and development options with three important metrics…accountability, measurability, and reinforce-ability and you have created a great plan for training success.
I’m all about reducing the number of clicks to access information electronically – that’s why I choose “e” for bank balances, weather forecasts, sports updates and more. However, as much as I might not want to admit it, nothing beats one-on-one service delivered sincerely, swiftly and with a smile.
Topics: Good Customer Service
So often we think about the don’t haves vs. do haves. I used to say this all the time, “If I had this __________ I could compete so much better in the marketplace.” Both personally and professionally we’ve all worked hard and sacrificed to get that “I don’t have” thing, just to find out that once you have gotten it, there’s an entire new set of challenges.
Topics: Dave Hamilton, Hospitality, Tips, Employee Development
“And all the men and women merely players; they have their exits and entrances, and one man in his time plays many parts.” William Shakespeare’s AS YOU LIKE IT act 2, scene 7.
Topics: Tips, Customer Service, Casino Training
Whatever your organization calls the process of driving changes or behaviors in the pursuit of a positive outcome or result must have one nonnegotiable ingredient to ensure success: A training reinforcement process that validates and measures.
Topics: Training, Reinforcement, Process
Dave Hamilton, SVP of Training Delivery and acclaimed story-teller, recounts a short and pertinent tale regarding one of the most important elements in customer service and life: your attitude.
Topics: Dave Hamilton, Training, Tips
The legendary Dave Hamilton encourages us to focus on three things to survive in today's marketplace.
Topics: Dave Hamilton, Tips, Video
Dave Hamilton shares four things you need to understand to construct a strong base for your business.
Topics: Dave Hamilton, Sales, Tips, Video, Service
When you're swamped with your own work, how can you make time to coach your employees - and do it well?
Topics: Dave Hamilton, Tips, Leadership, Coaching
Responding to what a customer is saying word-for-word can often create false expectations. This result is especially true during the sales process and can lead to the incorrect notions of blue skies, intimate dining, and endless availability; just to name a few of the pitfalls.
Topics: Dave Hamilton, Sales, Customer Experience, Proactive Listening