Training Workshops

CEL & Associates, Inc. offers a collection of four training workshops to improve performance.

• The Art of Exceptional Customer Service: How to Win Customer Loyalty

When customers believe they are receiving exceptional service, they are more satisfied and bring in new business. Yet, despite good intentions, a customer can be lost, resulting in negative effects to the bottom-line. Each person in an organization-even those you may not think of as customer service personnel-has the ability to make a positive impact on customer relations.

Train your Associates to be customer-centric and service-driven: Take proactive steps to drive exceptional service, prevent problems, and recover from service breakdowns to rise to a level of service excellence. Grow your customer base and increase customer retention to improve profitability.

Objective: To provide participants with the knowledge to create a step-by-step Quality Service Program and the skills to deliver exceptional customer service.

• Conquering Conflict: How to Reach High-quality Agreements

For success, professionals must effectively confront differences, resolve conflict, and reach agreements, both externally and internally. In this program, participants will discover how they personally react to conflict and how to apply different skills to reach high-quality agreements that strengthen business and customer/client relationships.

Customer satisfaction is also contingent on the ability to resolve conflict in a respectful manner, geared to identifying and fulfilling varying interests. Empower your Associates with the skills required to manage conflict and maintain quality relationships with customers.

Objective: To provide participants with the knowledge to understand the nuances of conflict and to effectively resolve conflicts into high-quality agreements and relationships.

• Off the Wall: Systematic Problem Solving and Creative Idea Generation for Improved Performance

Business is a continuous process of solving problems and generating ideas, and having the skills to do so effectively are crucial to success. Do your Associates solve problems with long-lasting, quality solutions? Do they work creatively to improve business and profitability? How can innovation be applied to everyday business operations? Would you like to awaken the creative spirit in your organization?

Improve your Associates' ability to analyze problems and find solutions with creative ideas in this interactive workshop. These skills help organizations stay ahead of the game and individuals succeed in business…and life. Unleash employees' creativity to improve results and grow your company's profits.

Objective: To learn how to apply a systematic approach to cause analysis and problem-solving, and draw on unique thoughts to generate creative ideas for solutions and opportunities for business success.

• Think Tank: A Performance improvement Workshop

A powerful program to help your organization improve performance in any specific area, face a challenging project, or facilitate change in the workplace-you determine the exact issue. Your Associates are guided to perform a performance improvement analysis to address your specific business need.

The "Think Tank" follows the human performance improvement (HPI) process. This provides a systematic approach to relay business needs; identify and define performance standards and compare to current performance; uncover contributing causes for the gap in performance; determine solutions to improve performance/remove barriers in individual and organizational performance; and measure effectiveness.

Objective: To teach Associates the HPI process and apply it to a current business need, resulting in improved performance and increased commitment due to extensive involvement and diverse input.

All programs are offered in a half-day or full-day format. Content adjusted to time.