Service Savvy - Providing Outstanding Service in a Diverse World
As a member of the hospitality industry, you know that diversity training is critical to delivering excellent customer service. With turnover and growth, you are faced with the constant challenge of keeping your employees informed on everyday diversity issues and how to properly handle them in the course of business.
Service Savvy is Effective, Fun, and Easy to Administer. You can quickly provide this training to your staff without the need for expensive travel or on-site training consultants. It's entertaining, effective, and can be re-used for new employees and as refresher courses.
only $499.00
Two 15-year Disney veterans, Donna Long and Leslie Aguilar, have created this professional video training package to teach hospitality staff about customer service diversity issues. This high-quality video production is a must-see for all your front-line leaders and staff.
The Reviews are in for Service Savvy
"Bravo! You and your team have developed an excellent training tool to help staff everywhere more effectively serve their increasingly multicultural customers. The scenarios are believable, interesting, true to life and cover many key facets of diversity. I know this will become an invaluable tool for diversity and service trainers and the hospitality industry - though really, any service providing organization could benefit from it! It's easy to use and professionally presented. I'd highly recommend Service Savvy!"
Dr. Donna Goldstein
Cross-Cultural Psychologist and Author
Managing Director, Development Associates International
From Particpants
I learned a lot. It covered subjects that I have been uncomfortable with in the past, but will face confidently from now on. – Marnie Sears Bench
Very clear-cut and direct. Conducted in a way that was fun, yet conducive to learning. – Rachel Bowers
Involved everybody and was relevant to our work. – Tatyana Passyugina
It was interesting and enjoyable, as well as informative. I wanted it to last longer. – Keri Brown
Presented in a Fun, Game Show Format
This 28-minute video is set around a game show theme with a series of vignettes showing common diversity issues and the way to handle them properly. Scenarios take place in numerous settings including: front desk, restaurant, gift shop, housekeeping, bell services, concierge, telephone communications, guest relations and internal customer services. Professional actors and a narrator bring to life these tough situations and show your staff how to handle them with savvy!
The Service Savvy game show leads participants through 15 scenarios covering these five categories:
Demonstrating Respect
Avoiding Assumptions
Recognizing Cultural Taboos
Lowering Language Barriers
Adapting Products & Services
Each vignette focuses on serving diverse guests. Ten of the scenarios or vignettes challenge participants to identify the service provided as savvy, satisfactory, or shabby. For the last scenario in each of the five categories, participants choose the correct service scenario from three to four options. Featuring five subject matter experts, this enlightening training program helps participants explore important concepts for serving diverse guests.
The 15 scenarios are repeated without the game show format as a stand-alone facilitation option.
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4 sample vignettes from the
training video.
This Service Savvy Video Training Package is used by hundreds of hotels and resorts both large and small to:
Increase internal and external customer service levels throughout their properties.
Involve front-line leaders with the ongoing development of service skills for team members as they serve diverse guests.
Increase team member satisfaction with the work they do and the people they serve.
Complete Coach's Guide Included
The Service Savvy Training Package includes your choice of the video in VHS or DVD format and the user-friendly Coach's Guide.
Participants will enjoy the lively game show format of the training and they can record answers and notes in their Participant Guides (sold separtately) . The guide includes supporting information, answer/score sheets, and note taking areas.
The easy-to-follow Coach's Guide is designed for your front-line leaders to facilitate discussions. They don't have to be professional trainers or workshop leaders to use this program effectively. The Coach's Guide is formatted to show the same information as the Participant's Guide with an additional page on the left that explains exactly what questions to ask and what points to highlight for each situation presented in the video.
View a full size sample page from the Coach's Guide.
Interested in More Diversity Products and Services?
Discovering Diversity Profile will help users explore their personal comfort levels with people who are different from themselves, as well as help the transfer of knowledge with acceptance and empathy.
Diversity Leadership 360°™ is an on-line assessment tool that measures the key behaviors that each leader in your organization needs to possess and exercise for diversity to be successfully valued and managed. Contact us.
Diversity Competencies AssessmentTM allows you to assess your level of competency in seven skill areas that contribute to your ability to value and leverage diversity. Contact us.
Workshops and keynotes are also available. Contact us.
