Training Programs

Listed below are our training programs.  Some of these programs are off-the-shelf programs that include videotapes and others are instructor led with Leader's Guides and Participant Workbook's included.  All of the programs are customizable and available to be licensed.

You will find more information on these products by clicking on the titles below.  Once you click you will be taken either to our Yahoo! store or to another page on this website.  Use the back button key on your browser to return to this page.  For more information on any of these programs, e-mail us at ThinkIT@home.com.

For Managers and Supervisors:

Service Leadership
Legendary Service
Leadership Foundations
Leadership Forum

For Frontline Employees:

Frontline Service
"The Basics" Video Vignettes

For Teams:

Creating Cooperation and Teamwork
Introduction to Team Problem Solving

For Everyone:

Diversity Training
Temperament Dynamics and Type

WHY USE OUR TRAINING SERVICES?

Many times change efforts require new skills and/or knowledge.  We believe that people will seek to learn what they think they need to know.  Therefore, a prerequisite to an effective education and development process is establishing the measurement and feedback systems that will clearly uncover the needs.  We specialize in the design and development of custom or tailored programs.  We are able to develop educational micro-modules that allow for maximum flexibility.  We have experience in developing and producing almost all delivery methods such as audio, video, live presentations, training of trainers, etc.  Click on the product button to view videotapes, CD's and workbooks that can be used by your trainers. 

THE BENEFITS OF USING OUR TRAINING PROGRAMS:

1. Focuses on service providers AND the context in which they work.

Service providers appreciate training which recognizes that what they do face-to-face with customers every day does not happen in a vacuum, but within a unique organizational context. When those context issues are recognized and addressed, service levels are more likely to improve.

2. Treats service providers with respect, not with scripts or formulas.

Assumes that most service providers already have a certain amount of job-related knowledge and experience that can be creatively applied to improve existing service level that simplistic "smile training" is not the answer.

3. Service is a Leadership Issue.

In the most successful service organizations, managers and supervisors lead the way with policies, practices and procedures that enhance, rather than hinder, high quality. IT's approach involves leaders in the education and improvement process then moves on to the front-line service providers.

4. Customizes material to suit the organization.

The front-line service program content works off of five basic service principles, but IT consultants spend time "up front" getting to know the target audience and their work world. These insights are then built into the ultimate training design.

5. Uses veteran trainers with service experience.

IT's consultants not only have extensive training experience working with service managers and providers, but they have first hand experience as service managers themselves in a variety of different organizations.