Driving Customer Service in Your Club Part I:
For Managers, Supervisors and Team Leaders
with Bonnie Patrick Mattalian

We tell our staffs what we want them to do, and sometimes they still don’t do it.  We will explore why, and how to address these situations.  Developing our staff will make or break each encounter with every member.
Also learn how your club can gain market share by creating exceptional member experiences:

1. Understand what comprises a high performance work team that focuses on the member, by identifying the strengths and weaknesses of your team, and selecting a management style to direct and correct delivery.
2. Learn what your members need, want and expect, how to address those needs and keep them motivated.
3. Identify the top member concerns & causes of angry members.  Learn how to coach your team and manage each situation for success.
4. Learn the causes of low performance by reviewing a surprising study in managing behavior.
5. 80% of businesses fail due to ineffective work processes.  Identify solutions and opportunities for all types of barriers to success.

Your management team will leave with specific tools to help identify strategies for department performance improvement, and to help manage positive outcomes. 

Driving Customer Service in Your Club Part II:
For Front Line Staff
with Bonnie Patrick Mattalian

Your front line team will participate in a two hour hands-on learning experience to motivate and support improved performance.  This is a fun, interactive opportunity for your entire team:

1. The entire team will participate in an experiential exercise, identifying first hand lost opportunities for customer satisfaction, and learning the significance of functioning effectively as a team.
2. We will identify what our members need, want and expect.
3. We will discuss the top causes of member and customer dissatisfaction.  We will role play solutions, and receive specific tools and scripts to address the situations.
4. We will finish the session with round table discussions for each department to identify challenges and opportunities, coming up with specific solutions and action points to improve team performance in the club.

Your team will leave this session charged up, with a better understanding of how their actions impact outcomes, and how they can be a part of the solution every day.

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