LLG has worked with clients to design in-depth service excellence initiatives across multiple industries including entertainment, parks and recreation venues, not for profit organizations, hospitals, health care provider systems, hotels and hospitality venues, government municipalities and consumer products companies. Examples of some of LLG’s recent projects include:
Parks and Recreation
A Culture Initiative designed and implemented park-wide with the goal to positively impact and drive change around the Customer Service culture within the organization.
Focus groups and training with Park leadership team
Establishment of a Service Excellence committee and in-house trainers
Design and delivery of Train the Trainer
Follow-up training and activities to provide consistency and continued learning
Hospital
A Sustainability Program created for a hospital’s nursing staff designed to bring consistent customer service behaviors across all teams.
Multi module facilitated program with custom scripting
Facilitator and Participant key learning summaries and role plays
Learning reinforcement activities
Train the Trainer Facilitated Program for the Supervisors and Nurse Managers
Hospitality
A Global Initiative simultaneously launched worldwide across multiple time zones at over 20 hotel properties.
Extensive pre-planning including customer and employee focus groups and surveys
Establishment of an employee Service Excellence committee
Design and facilitation of a multi-layer program and Train the Trainer
Supplemental learning tools
Healthcare
A Jobs Readiness Program specifically developed for a government funded Return to Work program which provided skills training for jobs in the healthcare industry. The program emphasized the importance of delivering high quality service with empathy and compassion when serving patients and their family members. This program was delivered over a four year period and helped return over 500 people to work!
Service Excellence Immersion Program
Educated participants on healthcare workplace values and expectations
Coordination with major healthcare institutions
One on one individual coaching
Consumer Products
A Long-Term Engagement over 10 years with a Customer Service Call Center to develop and implement departmental policies, processes and procedures.
Created and implemented departmental guidelines
Mentored senior leadership team members
Delivered ongoing customer service and leadership training programs
Provided mystery shop services with individual coaching follow-up
Is it time to recommit your company to excellence in customer service? Let’s talk!
Contact LLG via email at [email protected] or call 914-906-9389
