Recent Projects
To view the details for any project click on the title.
eLearning Projects
Customer Service Skills
This program dealt with the basics of effective communication with customers. Topics included effective questioning and listening skills, problem solving and dealing with angry customers.
Selling Skills
This program communicated a 7-step sales process that guided the sales representative’s interactions with potential residents. It also contained modules that guided managers through a series of reinforcement meetings they could hold with their sales representatives.
Management Leadership Skills
This three module series included: Managing peers, subordinates and superiors. Understanding & Influencing motivations. Delivering effective feedback.
Injury & Illness Prevention Plan
This program covered safety programs in compliance with California safety laws.
Certified Postal Consultant Program
This four-module program was designed to familiarize sales representatives with the various rate structures and processes of the US Postal Service.
Classroom Based
Customer Service Skills
This program consisted of six 2-hour modules that covered 20 customer service behaviors.
Coaching Skills to Support Customer Service
This 2.5 day management training program covered the skills necessary to objectively observe behaviors, develop behaviorally based feedback, deliver positive and corrective feedback and deal with adverse reactions to feedback.
Slow Down, Sell Faster
This 2.5 day sales training program supports the concepts and strategies outlined in the forthcoming book, “Slow Down, Sell Faster.” It utilizes an 8-step model to guide sales people through a selling model that is in sync with a customer buying model.
Strategies for Increasing the Sale
This one-day program covered four techniques for increasing the incremental value of each sale. It was case study driven and extremely interactive.
Managing the Print Services Market
This 2.5 day program covered a 12 step process service managers can use to assess accounts and manage the service activities needed to support each account.