Additional Services for Small Projects

Sometimes clients request additional services to supplement their training efforts.  Below is a sampling of available options and their associated costs.

Climate Survey

We often use climate surveys to establish a baseline from which we can measure results. We can survey employees, customers, or both. Surveys are run online. Upon completion of the survey, you will receive a copy of the results and a two-page summary report of our observations and recommendations.

Recommended Audiences

• Clients partnering with us on large projects
• Clients with customer service complaints
• Clients with high employee turnover
• Clients who have used other training programs and have not seen any measurable results

Benefits
Surveys help us to identify strengths, opportunities, and potential roadblocks that could sabotage the success of a training rollout.

Cost
The cost for a survey is $300 plus $2 for each survey invitation.

Telephone Mystery Shopping

For many of our customer service courses, telephone skills are a critical component. While we can teach the fundamentals in a training session, practice makes perfect. Our telephone mystery shopping service consists of our making 10 calls to the numbers of your choice. We then rate the quality of our interactions based on criteria set by us (and you if desired). Upon completion of the shopping project, we will submit notes from the calls along with a one to two-page summary of our findings and recommendations.

Recommended Audiences

• Clients wishing to verify that our telephone customer service skills training has affected behavioral change.
• Clients who wish to go beyond our basic pre-screening service (included) before a session.

Benefits
Often training does not have the impact that it could because of poor follow up and lack of measurement. Mystery shopping ensures that those two critical components occur.

Cost
The cost for mystery shopping is $600.

Teleseminars

Behavior change often occurs because the desired results are ever present. Unfortunately the day-to-day tasks of the office can often crowd out the desire to form new habits. Teleseminars are a good way to reconnect participants with the course content and to "spot coach" any challenges participants have encountered.

Recommended Audiences

• Clients wishing to reinforce course concepts.

Benefits
Teleseminars extend learning beyond training. Over the telephone, participants have the opportunity to reconnect with the facilitator and to revisit course concepts.

Cost
Thirty-minute calls may be booked at a rate of $300 + any toll charges. One-hour calls are available at a rate of $500 + any toll charges. Calls can be recorded if desired.

Articles for Use in Your Publication

Articles in your organization's newsletter or sent via email can be an effective way of reinforcing course concepts - particularly with visual learners. Our facilitators can produce a 250 to 1000-word article tailored specifically to your group.

Recommended Audiences

• Clients wishing to reinforce course concepts.

Benefits
Articles have staying power. Unlike television or live programs, articles allow participants to access information when it is convenient for them.

Cost
Our facilitators will produce articles on a non-exclusive basis for $300 each or you can purchase a series of six for $1,200.

Reinforcement Plans

Internal activities that revisit concepts discussed during a course are one of the best ways to reinforce content. Reinforcement plans consist of four to five activities that you can use during staff meetings, conference calls, etc.

Recommended Audiences

• Clients wishing to reinforce course concepts.

Benefits
After-the-fact activities show that you value training and the concepts discussed. Exploring them without the facilitator present allows your group to take full ownership of the development process.

Cost
Our facilitators will create four to five activities that you can use to refocus participants for $300.

Measuring knowledge before and after a session can provide solid proof that learning has occurred or that more work is needed.

Recommended Audiences

• Clients wishing to establish a baseline measurement of skills.
• Clients wishing to quantitatively measure skills acquisition.

Benefits
Tests offer proof to both the learner and the course sponsor that learning has occurred. Furthermore, they identify gaps that require extra attention during a session and afterward.

Cost
Pre-tests and post-tests are available for your group for $200 each. While we recommend that you purchase them together, they can be bought separately. There is no limit to the number of participants who can take the tests whether delivered on or offline.