Register for the next free webinar!
It always amazes me how many companies do not worry about how their sales team or service team responds on the phone. While some companies record their calls, even then .... few actually monitor and gauge the call on the fundemental principals of service and overall emotional feel of the call.
Did your team member engage? or did they sound disinterested and bored?
Did you Sales Rep balance the desire to sell with the desire to service? Or were they brutually agressive and a turnoff?
Are you waiting to hear about their service experience with your company via Twitter? Linked in? Google + perhaps?
We have never offered a deal as low or as amazing as this one. For the cost of an hour, we will review 5 team members, provide instant feedback, and the direct link to the recorded call. For the cost of an hour!
If you have a service driven company (aren't we all?) you cannot afford to miss this limited time offer.
Service + Engagement = Sales! Experience the insight and motivational coaching that comes from our team and the service connection program.
Start now>>>>
SERVICE CONNECTION
Service connection is our complete training solution for all companies who have front facing service members. Our program is fully customized to meet each individual client and organizations needs. We have developed and worked with hotels, call centers, retail and medical companies.
HOTEL SERVICE TRAINING AND MYSTERY SHOPPING.
We have over 6 years in experience working with hotels and implementing hotel mystery shopping with a complete highly customized training program. Our program is guaranteed to increase your bottom line. Find out more
SERVICE TRAINING FOR CALL CENTERS
EXECUTIVE TRAINING
We provide a full range of training and development for our executive clients. Training and consulting services including complete analysists of current operations, assistance with challenges regarding employment turnover, high absentism and overall lack of motivation. We have worked with several large establishments including professional fields such as hi-tech medical companies to address key operational deficiencies and to assist in building customized solutions that work. Find out more
Who are we?
Well we are a small highly passionate company who focuses on changing old perceptions that training is boring and a 'must do'. We believe in our teams, we believe that without them - none of us would be able to benefit from growth and success.
Often these young, minimum wage workers are not given the proper support and training they need. It stunts them, and it stunts the bottom line. We believe in quality assurance to ensure they are doing thier job but also to support and assist in clarifying operational limitations of additional training needs. and creating a professional arena for each assoicates growth.
We are committed to our clients and we work to achieve and create the ultimate team environment while providing world class service to your guest. Myself and my team work as we teach. Committed and Invested.
What's New!
While we are currently working towards a world class state of the art software program, we are also committed to launching the AG Hospitality Literacy Scholarship in 2011. Through the past 6 years, we have recognized that many of our own team members are unable to read or write. Regardless of their culture or native mother tongue we are committed to assisting deserving team members with literacy coaching, support and funding. No team member in a first world country should be illiterate.
We are certainly too small to help everyone, but one person at a time and a small token of our appreciation for all the opportunities that have been presented. We will continue to donate 3% of all contracts to Ronald McDonald House and BC Children's Hospital and 1% to each the East Side Women's Shelter and SPCA.
This company was founded out of love and determination. What you see is Self-taught, the website, logo, branding is all by the hands of one tenacious woman who wouldn't take no for an answer.
To our current clients, particularly Prestige Hotels and Resorts who made a girls idea become reality - we thank you and we are looking forward to producing some fantastic tools for you this year!
Angelique
To donate to any of our charities of choice, please contact the charity directly. For information or to assist with the launch of our literacy fund/Scholarship program, please contact Angelique directly at angelique_agcustomhospitality.com
Jacques
Marketing and Development
CEO - Senior Consultant
Kelly
Office Manager
CASE STUDY 1
AG was challenged to provide a quality assurance and training program that could grow for a rapidly developing large hotel chain. The program needed to flow among 11 different locations with a consistant message and also needed to be affordable. This client began with us in 2007 and have been with us ever since.
"We have been working with AG Custom Hospitality for the past 5 years. Initially AG was contracted to perform customer service audits and provide quality control feedback. The high quality and level of the feedback provided has been both valuable and effective, so much so that it led to our decision to ask AG to develop a custom-designed training program for our guest services team chain- wide.
The new program was developed with the intent of supporting the existing culture of our company, and to provide an on-going training tool rather than just a one-time training endeavor. The response from all of our General Managers and their team members has been very positive.
We are extremely pleased with the skills, techniques and performance of Angelique and her staff who showed a great deal of flexibility and creativity in the design of the program.
Terry Schneider Vice President, Prestige Hotels and Resorts
----------
Complaint resolution was wonderful (my staff said they were shocked with some of my answers because they were something they would have never thought of themselves). My staff was also very happy to put me through the paces. No concerns please come back again soon.
John Le Bleu, General Manager, the Prestige Lakeside Resort and Conference Center Nelson
------------
CASE STUDY 2
We were approached by a large international medical company in need of service training for their executive team . They also required a software solution that would allow managment of service requirements/needs and allow continuing coaching and reinforcement.
"During my time as the Managing Director for BIOTRONIK Canada, Inc., I hired Angelique and AG Custom Hospitality as a consultant.
Our goal was asked to deliver an ongoing program to improve the customer service orientation of my sales team. This was a difficult task given my team sells medical devices, an area that Angelique was not familiar with. She did an excellent job during this two year period, delivering presentations at a National Meeting, producing customer service oriented quarterly newsletters and organizing a software solution for future customer contact management. She has excellent written and verbal communication skills, is extremely organized, can work independently and is able to follow through to ensure that the job gets done.
I would not hesitate to recommend Angelique or AG Custom Hospitality."
Kipton Lade, Director, Boston Scientific
Service Connection By AG
North Vancouver, British Columbia
info_agcustomhospitality.com
1-877-812-7391 (Toll Free In Canada and The US)
Service Connection is a complete hospitality training solutions. Whether you are a hotel, attraction or a retail company, Service Connections gives you a fully customized online training program, mystery shop calls, inspections and most important continuous reinforcement.
With Service Connection you get the full package. You have access to your own site, your own customized training, workbooks and executive training tools to assist you in training your teams in this new social media world.
Our program is inclusive. You don't pay more for reinforcement or for our training tools. One price and one promise - you will see an increase in revenue - guaranteed.
Sales is about service and our program connects the dots for the team in a engaging way. We work with them, reinforce professional development and is a complete solution. Find out more about Service Connection
Service Connection is unlike any other service training program out there. We customize from the moment we begin with you finally giving you an opportunity to have a customized program that in the past has only been available to big corporations with excess amounts of training dollars to spend.
We start with Mystery Shop calls or onsite inspections to see where your current service levels are. From there we provide you with the core training modules and work with you to customize them based on your philophisies and your training needs and objectives.
The program is complete and we focus on connecting great service with sales. The bottom line one feeds the other and once your team recognizes and understands how to create that connection, we guarantee the revenue results will speak for themselves.
The program is then implemented with webinars and your choice of onsite training or phone training. But we don't stop there. Your mystery shop program is a critical tool in continuing to evaluate your success and to focus on areas that need addditional training. Each team member is given a workbook and completes the online training. We are always right there with them and offer a training coach through the entire process. We also utilize fantastic Web 2.0 practices allowing a social connection with the team and giving them the opportunity to contribute and continue to grow with their private online training forum.
Commitment. You have it with us and we guarantee our program will provide the complete training solution you need.
Contact us today for a complimentary demo of our online training program and to view the extensive executive training tools and extra's the service connection program offers.
Reinforcement
No Matter how good a training program is, if there is not reinforcement it will not work. Often, it is a critical mistake made by companies seeking a quck fix. " We'll do some training'. That simply doesn't work. Your team will attend the training, keep it in mind for a week or two and fall back into old habits. The money spent on that training, goes down the drain.
Service Connection Service Training is more than a band-aid. It is a complete training solution giving you the tools and ability to reinforce the objectives and goals.
Reinforcement includes
Continuous coaching.
If someone is repeatedly scoring subpar on thier mystery shop calls or finding it challenging to complete one of the workbooks, they need to be coached. We are here to do that. We monitor results and take the pressure off the executive team. If we find lower than acceptable resultss we will bring it the executive teams attention, but we get involved.
The best part it is included in the program. You don't pay more for us to do our job.
Service Connection Forum
Generation Y is a new generation, there world is about social interaction, social media and technology. We provide a private forum for the team to discuss, review and ask for training assistance.
It is a fantastic tool for those who are wanting growth and professional development instead of a quick fix.
Webinars
Monthly webinars are part of your program. We gather the team, and reinforce by discussing/training on critical areas that require improvement.
Service Challenge
Service Challenge is our way of keeping it fun! We have 3 challenges a year which allows for friendly competion. The teams compete on two levels, weekly 5 min quizes which they can complete online. We take their individual mystery shop scores and together they create an overall.
We make it fun to train and reinforce professional growth and development and we believe it is the difference in your bottom line.
We offer a full solution of training and development programs, as well as consulting. While our primary focus is on building your team we recognized the way in which that is now done is entirely different than it was 20 years ago, 10 or even 2 years ago.
Social media has taken the spotlight and it is not going anywhere. What does that mean for a company?
Service
It has taken on a whole new meaning. The simple fact, if you're service or team are not meeting the minimum expectations of your client or guest, you can run but you cannot hide. Long term, this will be the demise.
Service experiences are a click away and without a true picture of that experience from both your client and your team's perspective growth will be stunted, operational expenses will soar and sales will become increasingly challenging.
Your Team
At one time, we worked for an employer and basically did the job we were told. From a more traditonal perspective, 'respect' meant not giving your opinion and often not engaging in conversation about your ideas or your suggestions. The landscape of teams has changed, and it will continue to evolve. More than ever, people are getting involved, have opinions and know their value. Retaining key employees is a challenge, even in the best of circumstances but the bottom line remains, without a complete personal development plan and a true commitment to your team the never ending open door cycle that haunts and destroys many companies will have a negative impact on your bottom line.
Engage with a new generation who's expectations for employment and professional growth has also changed. Challenge yourself, be prepared to walk the walk and commit to your team.
To speak with us regarding your training/development and service growth, contact us and let us take you out of the old and introduce you to growth in sales as a result of a new, different commitment to your team.
We train teams! Sounds simple but so many think that means training the front line only. Not even close! If your management is not a part of the team, we can assure you - they are a part of the problem.
Being a manager is not always natural. You have to make a decision, if you have a vision of true success - your executive team must engage in the training and philosphy. Walk the walk and talk the talk... not do as I say, not as I do.
Coaching, mentoring and understanding how to get the best from your team takes skill! A learned skill that is developed over time. Make no mistake about it, if you managers are not skilled in communication, they are also a part of the breakdown in overall success.
Our consulting services are not for the faint at heart. However, they are for those that have decided they want to be the best in service and create the powerful cohesiveness that comes with investing in a team, as a team.
Our front line service connection program comes with an executive referral guide and the tools to train and develop your team and your own managment skills.
We also fully customize solutions based on weak areas, goals and objectives but we have one goal.
Service = Sales. Simple as that. If you aren't productively working as a service team from the top down, you are losing clients and we can guarantee that.
We can also guarantee success if you commit to our program. An increase in your bottom line, improvement in your turnover and the ability to exceed your client or guests expectations each and every time.
Current level assesments
Executive level coaching and development
Retention, training and development
Service liason (Corp level - crisis managment)
Social Media quality assurance
Perception management
Executive level and onsite training and consulting
Operational executive services
