SERVICE SUNDAE

INTRODUCING OUR
SIGNATURE TRAINING PROGRAM

OTM COACHING GROUP

 BUILDING MEANINGFUL
HUMAN CONNECTIONS

ABOUT OTM COACHING GROUP
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OUR SAYING

"ICE CREAM IS OK,
BUT A SUNDAE
IS ALWAYS BETTER"

The Service Sundae Program

Our various Service Sundae® training programs are aimed to renew your team's dedication to providing exceptional service to different target audiences. Existing Customers, Employees and Potential Clients. Our programs develop the fundamentals layer by sweet layer.

Training can be so Sweet!

Customer Service

Our signature training programs offer a fun and memorable training experience:

HERE'S THE SCOOP ON CUSTOMER SERVICE

The program walks team's through the fundamentals of customer service layer by sweet layer. Honing in on the consistency of your product or services' ability to meet your customer's needs. Recognizing the individual needs of a customer. Communication skills and the impact on a positive customer service experience. Reinforcing the elements of service recovery. And developing ways that you and your team can go above and beyond to build a loyal customer base.


Ideal Audience
-Customer Facing Employees
-Useful for New and Existing Employees
OR
-Teams that want to elevate their ability to offer memorable and consistent quality customer service

Management


THE ROCKY ROAD OF MANAGEMENT
The Rocky Road of Management dives into the fragile employee-manager relationship; identifying opportunities areas to strengthen this critical work relationship. The program assists with coaching skills, creating a culture focused on the employee's continuous development, effective performance management techniques for in-office or remote workers and more.


Ideal Audience
-Newly Promoted Supervisors
-Managers of Associates
OR
-Managers of Managers



Sales


SALES ARE SWEETER
WITH A
CHERRY ON TOP

Our customer attainment and sales focused training program is designed to develop the foundational skills of your sales team, examine the lead life cycle, refine communication skills and focus on the personalization opportunities every sales team needs to convert more sales in the funnel. We focus on a consultative selling model and how to prioritize the connection with customers. People buy from people and sales employees should be perceived as a trusted advisor. We offer tips to enhance client relationships. And deliver practical methods for sales leaders to support and enable their sales team to consistently exceed their goals.

Curriculum can be customized for the following audiences:
-New sales employees
-Seasoned sales professionals or
-Sales Leaders



A POWERFUL STORY

Service Sundae Origin Story

Contact Us

One day, while walking past the front desk of one of the hotels I managed, I observed an uninspiring guest check in. The front desk associate appeared disconnected and did not provide a warm welcome to the guest. I knew that I needed to seize this time as a coachable moment with my team member.

When the check in was complete, I asked the associate to join me for a casual “Walk and Talk” where we could have a candid conversation about what I observed. As a manager, it is often hard to find the right words to inspire an associate to see their work differently and motivate different behavior.  

As we walked towards the hotel kitchen doors, it dawned on me to use the universal language of food. I went on to describe to the associate that they needed to provide each guest with more than just the basics. It’s like building them an ice cream sundae, you have to give them a bit of sprinkles and a cherry on top to ensure that they truly have a great experience when staying with us.  

This example resonated with the associate and I sensed that they realized they had more in them to give and the idea of the Service Sundae was born. I would use this same example time and time again whenever I saw a team member who needed a reminder to dig deep and provide a more exceptional customer service experience.                                                        

~Kamaria Rutland

SERVICE SUNDAE

ICE CREAM IS OK,
BUT A SUNDAE
IS ALWAYS BETTER

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