Training Program: Developing Systems  

Objective:
To develop systems that create positive moments of truth and loyal customers.

Who Should Participate: 
Owners, managers, office staff, technicians, sales staff, installers, or other personnel responsible for developing and implementing systems.

Benefits: 
• Control the customer experience and create loyal customers
• Reduce employee stress
• Receive templates and ready to use forms
• Allows ordinary people (your employees) to produce extraordinary results
• Increases the financial value of your company when you have a “receipt book” of how you perform each and every aspect of your business
• Complete a SOP (standard operating procedure of your choice)

Training Description: 
• Understand the reasons for and benefits of systems development: company, employee and customer
• Discover the concepts of Moments of Truth (positive, negative, spoken and unspoken) and how systems need to be developed around the positive spoken and unspoken moments of truth
• Identify your customer contact cycle (template provided)
• Understand the elements of a well defined system (template provided)
• Learn to write SOP’s (template provided)
• Write a SOP for the business area of your choice
• Discover the importance of regular systems reviews

Training Program Length:  One day

Training Location:  At your business or other suitable site

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