Ontario Tourism Education Corporation (OTEC)
(Training & Development)
OTEC at a Glance
Registration Forms:
Accessible Service Excellence Designated Trainer Program 3 days
October 5th (Toronto) click here (pdf download)
Accessible Service Excellence For OTEC Designated Trainers 1 day
October 5th (Toronto) click here (pdf download)
Accessible Service Excellence ½ day
October 5th (Toronto) click here (pdf download)
Leading Accessible Service Excellence 2 day workshop
October 5th (Toronto) click here (pdf download)
Coaching for Excellence - 1 day
Nov 3rd (Toronto) click here (pdf download)
Leading Accessible Service Excellence 1 day
October 5th (Toronto) click here (pdf download)
Accessible Service Excellence Designated Trainer Program 2 days
October 5th (Toronto) click here (pdf download)
Designated Trainer Program - 3 days
October 19th (Toronto) click here (pdf download)
Designated Trainer Program - 3 days
December 7th (Toronto) click here (pdf download)
Service Excellence - 1 day
December 7th (Toronto) click here (pdf download)
Coaching
For Excellence Training
(For Managers & Supervisors)
Coaching For Excellence Training
(For Managers & Supervisors)
provides a comprehensive overview of Coaching staff.
Advantages of coaching and obstacles that managers face are reviewed.
Self-assessment to personal learning style assists the manager/supervisor
with determining their style of management or leadership and matching
skill sets to learning styles. Informal and Formal Coaching Techniques
are taught along with an effective method of providing feedback.
Provide a management level training program for your Managers
& Supervisors on how to coach!
What type of manager/supervisor are you?
Learn to coach your staff within your style effectively!
* 1 day qualified training seminar
* Includes lunch and breaks
* Participants receive a take-away resource manual
& certificate of completion
For more information contact:
Fatima Finnegan at
(905) 361-0268 OR (800) 668-8906 ext. 335
SERVICE EXCELLENCE TRAINING
PROGRAM
Customer Loyalty & Service Commitments
Why
customers leave & 3 Factors that contribute to customer loyalty
Build
Your Customer
Loyalty!
Importance
of first impressions & 3 commitments that are basic to
Service Excellence
Teamwork
Benefits
of teamwork for you, your team & your customers
Building
customer loyalty through team effort
Communication & Connections
Elements
of communication
Determining
the customer’s needs & expectations
Maximize
‘Moments of Truth’ in a customer connection
Be
committed to SERVICE everyday – we’ll show you how
Challenges
Three
types of difficult customers
5-step
communication process in pressure situations
Effective
ways of dealing with customer concerns
WOW Them
Loyalty
Building and Going the Extra Mile
Sharpening
your professional service skills
* 1 day qualified training seminar
* Includes lunch and breaks
* Participants receive a take-away resource manual
& certificate of completion
For more information contact:
Fatima Finnegan at
(905) 361-0268 OR (800) 668-8906 ext. 335
SERVICE EXCELLENCE FOR DIVERSE CULTURES (PDF download)
Accessible Service Excellence
Prepare your team to meet the needs of the fastest growing customer base persons with disabilities or accessibility needs. Businesses must comply to the Accessibility for Ontarians with Disabilities act, 2005 (AODA) and meet customer service standards that support consistent service to all. Designed to complement OTECs Service Excellence program, this program will ensure your business meets AODA standard compliance and your employees increase customer loyalty and service levels.
Explore
- How to understand various disabilities
- The value and benefits of improving service for persons with a disability or accessibility needs
- The importance of AODA legislation
- The core principals for communicating with customers with disabilities
- How to meet specific needs of customers with varying disabilities.
Registration Forms:
ENGAGING GENERATION Y
Generation Y is most frequently described as those born between 1980 and 2000. Gen Ys are now entering the workforce and have distinct qualities and expectations of the workplace that are having a dramatic impact on organizations across North America.
Objective:
To develop the knowledge, skills and tools to be able to recruite, retain, manage the performance and motivation of Generation Y employees.
Benefits to Business
Helps create a set of processes to implement at the operations level. Provides managers & supervisors with skills & tools to intergrate Generation Y employees into the workplace
Join us and explore how you can:
- Examine the influences that have formed Generation Y
- Discover Gen Ys different expectations of the workplace
- Identify the traits and characteristics common to this generation
- Review workplace processes and management styles for Gen Y
- Learn six tactics to motivate, retain, and improve performance
* 1/2 day qualified training seminar
* Interactive training format
* Participants receive a take-away resource manual & certificate of completion
For more information contact:
Fatima Finnegan at
(905) 361-0268 OR (800) 668-8906 ext. 335
Designated Trainer Program
If your organization trains more than 100 employees per year, then consider delivering OTEC's flagship "Customer Service Excellence" program in-house. Your trainers will gain a solid understanding of adult learning basics and will discover how to create a learner-centric environment. Your organization will benefit through increased employee participation, theory retention and support in your efforts to create a 'service culture'.
Day 1
Day 2 & 3
- Seven key principles of adult learning
- Four learning styles - the foundation of adult learning
- Components of the experiential learning cycle
- 10 effective strategies to deal with challenging training solutions
For more information contact:
Fatima Finnegan at
(905) 361-0268 OR (800) 668-8906 ext. 335
