Service Excellence: Attracting and inspiring employees and customers

Do you grasp the significance of delivering courteous and competent service? Can you envision the profound influence that strong charisma and customer loyalty can exert? The training program emphasizes the inner attitude of employees, acknowledging that service quality is shaped not only by actions but also by the mindset they bring to their role. This mindset profoundly impacts their job satisfaction and performance.

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Elevate yourself and your team to the next service level through tailored trainings

Having a genuine fondness for people is essential. When it comes to ensuring customer satisfaction, the key lies in having content and fulfilled employees.

To expect exceptional service from your employees and to consistently delight customers, it is crucial to foster an environment of openness and willingness to create the necessary framework for a sufficient number of satisfied employees. Apart from a positive working atmosphere and an inviting corporate culture that attracts employees, these framework conditions play a vital role in maintaining high service quality.

The program fosters a transformative journey, shaping participants' self-image and attitude towards service.

Companies desire customers and rely on employees. However, it is essential to understand what customers seek and what employees require from companies.

We collaboratively challenge existing processes and methodologies, critically evaluating their relevance and making necessary changes. The notion of "We've always done it this way" is no longer accepted. Personal biases and hierarchical thinking can be set aside in pursuit of our common objective. We identify and transform limiting thought patterns and behaviors, empowering employees to derive strength from delivering excellent service. 

Service Excellence: Winning and Inspiring Employees and Customers

Do you grasp the significance of delivering courteous and competent service? Can you envision the profound influence that strong charisma and customer loyalty can exert? The training program emphasizes the inner attitude of employees, acknowledging that service quality is shaped not only by actions but also by the mindset they bring to their role. This mindset profoundly impacts their job satisfaction and performance.

To create customer happiness, it's essential to genuinely enjoy interacting with people. Satisfied employees play a crucial role in achieving this. If you expect exceptional service from your employees to delight customers, it requires openness and a commitment to establishing the right framework for employing enough contented staff members. In addition to fostering a positive working atmosphere and an appealing corporate culture that attracts and satisfies employees, these framework conditions are vital for ensuring high service quality. 

Companies want customers and need employees. But what do customers want and employees need from companies? Together, we question existing processes and ways of doing things, check them to see if they make sense, and change them if necessary. "We've been doing it this way since..." becomes taboo. Personal sensitivities and status thinking can give way to the overriding goal. Limiting thought and behavior patterns become visible and can be changed in such a way that good service becomes a source of strength for employees.

 

  • Delighted customers
  • Consistently high quality of service
  • Fulfilled employees


Description:
         
Service excellence is not only valuable but essential, as customer loyalty is achieved when they are genuinely enthusiastic about a company. In the training program, both managers and employees gain insights into the fundamental mindset required to deliver exceptional service. We explore the tools and strategies available to establish a culture of outstanding service within the organization. Furthermore, business owners and managers discover the crucial role they play in shaping employee interactions with customers through their treatment of their own staff. Recognizing that excellent service starts with excellent employee treatment, we emphasize the importance of fostering a supportive and empowering work environment.

Key areas of focus:        
The training program focuses on cultivating the right inner attitude and implementing effective processes within the company to deliver excellent service. We explore the mindset and behaviors necessary to provide exceptional customer experiences. Through a combination of theoretical knowledge and practical exercises, participants learn how to make service excellence a tangible reality. By developing and continuously embracing these attitudes and processes, organizations can consistently deliver outstanding service that exceeds customer expectations.

Who can benefit from Individual Coaching?   
Ideal for entrepreneurs, managers, and employees striving to achieve and maintain a high service standard within their company.

Duration:                       
I tailor the training programs to suit the specific needs, team size, and tasks of each group. Extensive research supports the notion that sustainable learning and development stem not from mere knowledge acquisition but from repetition, reinforcement, and practical training. With this understanding, I refrain from offering one-time training sessions and instead focus on delivering comprehensive, multi-part, and in-depth programs that accompany participants throughout their learning journey. Following a thorough consultation with our clients, we provide a non-binding offer that outlines the customized training plan aligned with their unique requirements.

Streamlined training process:                      
I offer individualized training programs designed to meet the specific needs and requirements of each team, with a recommended participant range of 6 to 12 individuals.

Results:               
Highly motivated participants who have fun and enjoy providing services. After the training, most of them recognize their ego. And when it prevents them from inspiring customers.

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Getting to know each other

In an initial conversation we get to know each other, determine your status quo and set your goals.

Tailored concept

Together, we will design a customized coaching and training concept that will guide you and your team towards achieving remarkable success.

Elevate yourself or your team to the next level through tailored trainings

A training with an experienced coach and according to modern methodology strengthens the connection in the team, solves conflicts, strengthens motivation and promotes the development of the individual and the group. The perfect tool for any innovative company.

What customers have to say about our collaboration

Wiebke Losekamp

Reservation Manager, Grand Hotel Hessischer Hof

Dear Mrs. Ortner, I wanted to take this opportunity to thank you again. I know I've said it before, but you have been a continuing source of inspiration for me over the past few months. I will miss the trainings with you. Each of our conversations has moved me forward and many things have stuck in my mind. I think of your tips often. I wish you success in your new projects and hope you inspire people there as well. Stay the way you are!
Carolin Jungmann

Editor, Proofreader, PD Consultant for the Public Sector Ltd.

I always thought I knew what worked in communicating with men, but Melanie Ortner showed me how to do it even better. In the three-day seminar "Success for Women", one light after the other came on for me! I still have to practice implementing what I learned in one place or another, but the practical test made me enthusiastic: it really works!
Björn Stremme

Deputy Director, Breidenbacher Hof Düsseldorf

Dear Melanie, D A N K E !!!!!!!!!!!!!!!!!!!!!!!!! All your success. AWESOME! With a lot of enthusiasm and verve you made our employees sustainably enthusiastic about the topic of upselling in all trainings. The employees now consistently pursue the topic of upselling and thus, thanks to your help, we were able to positively influence our business results even further. You conveyed the techniques in a very competent, lively and convincing manner. After the training, each participant was more than surprised by his own upselling skills. A training that is absolutely recommendable!
Prof. Dr. Aaron Schmitt with Dr. Katja Schmitt
My wife and I ended this year with a joint review of our successes, noting that many things went very well in 2018, much of which we owe to you. If you could directly counter something now, you would probably point to our share in all the positive changes we have experienced. We are quite aware of that, and at the same time we know that you have played a crucial part in it. For that, I am/we are very grateful to you.
Joachim Kabamba

Managing Partner, Kabamba Aerospace GmbH

As a shareholder and managing director of a small GmbH, which operates internationally, the coaching with Ms. Ortner has brought me forward in the last 6 years. I was able to triple the turnover and profit of the GmbH. This success is directly related to the coaching - thank you very much!
Nadja Dahlmann

Owner flowers Flower Power

Dear Mrs. Ortner, we also got the last 10%. All this after 2 conversations. Possibly after the end of the coaching I will become the first pope!
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Wiebke Losekamp

Reservation Manager, Grand Hotel Hessischer Hof

Dear Mrs. Ortner, I wanted to take this opportunity to thank you again. I know I've said it before, but you have been a continuing source of inspiration for me over the past few months. I will miss the trainings with you. Each of our conversations has moved me forward and many things have stuck in my mind. I think of your tips often. I wish you success in your new projects and hope you inspire people there as well. Stay the way you are!
Carolin Jungmann

Editor, Proofreader, PD Consultant for the Public Sector Ltd.

I always thought I knew what worked in communicating with men, but Melanie Ortner showed me how to do it even better. In the three-day seminar "Success for Women", one light after the other came on for me! I still have to practice implementing what I learned in one place or another, but the practical test made me enthusiastic: it really works!
Björn Stremme

Deputy Director, Breidenbacher Hof Düsseldorf

Dear Melanie, D A N K E !!!!!!!!!!!!!!!!!!!!!!!!! All your success. AWESOME! With a lot of enthusiasm and verve you made our employees sustainably enthusiastic about the topic of upselling in all trainings. The employees now consistently pursue the topic of upselling and thus, thanks to your help, we were able to positively influence our business results even further. You conveyed the techniques in a very competent, lively and convincing manner. After the training, each participant was more than surprised by his own upselling skills. A training that is absolutely recommendable!
Prof. Dr. Aaron Schmitt with Dr. Katja Schmitt
My wife and I ended this year with a joint review of our successes, noting that many things went very well in 2018, much of which we owe to you. If you could directly counter something now, you would probably point to our share in all the positive changes we have experienced. We are quite aware of that, and at the same time we know that you have played a crucial part in it. For that, I am/we are very grateful to you.
Joachim Kabamba

Managing Partner, Kabamba Aerospace GmbH

As a shareholder and managing director of a small GmbH, which operates internationally, the coaching with Ms. Ortner has brought me forward in the last 6 years. I was able to triple the turnover and profit of the GmbH. This success is directly related to the coaching - thank you very much!
Nadja Dahlmann

Owner flowers Flower Power

Dear Mrs. Ortner, we also got the last 10%. All this after 2 conversations. Possibly after the end of the coaching I will become the first pope!
Previous
Next

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The training programs are designed to accommodate a flexible number of participants. We can cater to both small and large groups, ensuring an optimal learning experience for everyone involved. Whether you have a small team or a larger organization, we can tailor the training to suit your specific needs and accommodate the number of participants accordingly. By adapting to your group size, we ensure that each participant receives individual attention and ample opportunities for interaction and engagement during the training sessions.

Trainings are individually designed and calculated. My regular daily rate starts at 2,500.00 EUR plus VAT and includes not only the training itself but also all documentation for the participants.

Upon request, training sessions for up to 8 participants can be conducted in my dedicated facilities in Mainz. However, in most cases, I prefer to conduct the trainings directly at the client's company headquarters for convenience and to ensure a seamless integration with the work environment. Please note that any associated travel and catering costs incurred for off-site trainings will be the responsibility of the client.

When managers actively participate in team development at an equal level, it consistently enhances team spirit and is perceived as a genuine form of appreciation. Moreover, as a manager, your involvement allows you to apply the acquired knowledge directly in your day-to-day work, as you possess a detailed understanding of the content. However, it's important to note that your participation is not a mandatory requirement for strengthening and developing a team. While your involvement can be highly beneficial, team development can still be effectively carried out and progress without it. The focus remains on fostering a collaborative and growth-oriented environment, irrespective of managerial participation.

In cases where management and executives commission training sessions but do not actively participate, I conduct follow-up meetings to ensure continued support and feedback. During these meetings, I provide the client with comprehensive feedback on the training's success and engage in discussions regarding processes, developments, and actionable recommendations. It is important to note that any personal content shared by participants during the training is treated with utmost confidentiality. I prioritize creating a safe and secure environment where individuals feel comfortable sharing their thoughts and experiences, knowing that their privacy is respected.

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