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Creating a culture of service

TKFay’s Creating a Culture of Service program gives participants the working knowledge they need to provide quality service for both internal and external customers. Participants acquire skills and techniques that increase their effectiveness when interacting with customers and enable them to maintain strong, ongoing relationships.

This customizable series includes four three-hour sessions—one for the organization’s management team, one for managers, one for front-line employees, and one for everyone. We also offer a fifth, optional workshop on Handling Difficult & Demanding Customers. In all of these sessions, we emphasize developing the interpersonal communication skills needed to build rapport with customers.

These workshops are interactive, balancing lectures with individual and group exercises that allow participants to practice their new skills using real-life situations.

  • Creating a Culture of Service workshop participants receive a workbook used throughout the program.
  • Principles and skills are presented in an interactive lecture format.
  • Small group exercises help reinforce and demonstrate the material.
  • Participants practice new skills using real workplace situations.

The Creating a Culture of Service program and its elements can be adapted to meet the specific needs of any organization. The process starts with a needs analysis. TKFay then tailors the program so participants develop an understanding of the company’s mission statement and management policies. We also recommend a pilot program with senior management, to ensure that all the necessary components are in place before introducing concepts and standards to trainees.

Pricing depends on the amount of customization. Travel expenses, the needs analysis, and the pilot program are not included in this pricing.

Assessment Tools

All TKFay Management Development programs use the DiSC® behavior assessment tools by Inscape Publishing. Participants are responsible for taking a short, online self-assessment before the workshop. At the workshop, each participant receives a detailed report of results.

This personalized feedback helps participants understand the strengths and challenges of their behavioral style, as well as how and why other people may have different but equally valid preferences. Discussions of results are tailored to fit the subject matter of the specific workshop.