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Customer Service Development Workshops

Customer Service Development Workshops

Powerful, Cost-Effective Programs to
Improve Your Organization’s Performance and Results

Our workshops have a significant positive impact because participants not only learn new ideas, they come out of the training with specific, well-developed plans on how they will apply the concepts they’ve learned in their job.  

Many training programs do a satisfactory job of teaching concepts, but leave implementation (the hard part!) up to the manager.   Often this diminishes the impact of the training and reduces the return on investment of the training.   Our workshops help managers plan how to effectively implement what they’ve learned.   This provides a richer developmental experience for managers and greater positive impact on the organization.

Wowing Your Customers!
Teaching Managers How to Create a Competitive Advantage Through Superior Customer Service   

Improving service quality by 5% has been shown to increase profits by 25% to 85% in a wide variety of industries (Harvard Business Review, September-October 1990, p. 110).  

Part 1  (3 hours)

This workshop leads managers through the process of developing the systems and work environment that are necessary for a team to provide outstanding customer service.   At the end of the workshop, participants will have:

  1. a clear understanding of how to improve customer satisfaction in their department;
  2. developed behavioral customer service standards for their department;
  3. developed a process for measuring compliance with the standards;
  4. learned how to give effective feedback;
  5. developed a plan for giving feedback to their team members;
  6. developed a recognition program
  7. developed procedures for maintaining customer satisfaction following service failures;
  8. developed a written implementation plan.

In Part 1 the basic concepts are presented and exercises are done to insure the concepts are understood.  The training moves quickly because ideas and processes that have worked elsewhere are presented.   Participants have the opportunity to use one of the proven approaches, customize one of the proven approaches, or come up with own ideas.   Between Part 1 and Part 2, the manager finishes working on the processes and implementation plan for their department.    

Part 2 (3 hours)

In Part 2, normally held about 3 weeks after Part 1, each participant presents the processes and implementation plan they have developed to the rest of the group.   The focus of Part 2 is to help managers work through the challenges of implementing change in their department.  They get feedback and ideas for improvement from the trainer and other participants.  They leave with a clear, effective plan to improve customer satisfaction in their department.   

Target Audience:            Directors and Managers
Maximum Group Size:  15

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Maximum Motivation
Training Managers to Create a Work Environment That Energizes Their People

Effective leadership has a huge impact on an organization.  Quality people want to come work there.  Staff turnover is low.  Team members are committed to helping the organization achieve its goals.  Customer satisfaction and shareholder satisfaction naturally follow. 

Part 1 (3 hours)

This workshop is designed to give managers a clear understanding of the key factors in creating an environment where people are motivated to perform.   Managers learn specific behaviors that are necessary in a high motivation environment and why these behaviors are so powerful.  Topics include goal setting, communication, involvement, feedback, recognition, productive meeting processes, accountability, discipline and relationships. 

During the course, participants analyze their department’s current environment and prioritize plans for improvement.   They develop a one-month action plan targeted at one or two top priorities.

Part 2 (3 hours)

This follow-up is done about three weeks after Part 1.  At the follow-up meeting the participants present their one-month action plan to the group and explain what they’ve accomplished, what successes they’ve had and what problems they’ve encountered.  They receive feedback and ideas from the trainer and the group participants, and develop an action plan for the next three months.

Target Audience:  Directors, Managers, Supervisors
Maximum Group Size: 15

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Teamwork Tune Up (3 hours)
Improving Results through Increased Team Effectiveness

Teamwork problems may not have their own line on the P&L statement, but they significantly hamper an organization’s productivity and can limit its success. 

This team effectiveness improvement process, called Teamwork Tune Up, is based on involvement, focus and accountability.  It is a cost-effective approach that provides an immediate and measurable way to determine how well a team is functioning and how to improve the team’s effectiveness. 

Effective leadership is situational – different skills and styles are needed for different people and situations. The process provides team leaders with specific feedback on their performance and specific ideas on how to grow as leaders based on what is needed in their current situation.    It leads to an action plan for the future that helps the leader maximize the productivity and results of his or her team.   By involving the team in this process, the leader gains increased commitment from the team.   Because the team is involved in developing ways to improve team performance, and because expectations become clear, accountability is increased. 

As the team’s effectiveness improves, measurement of specific team results provides a way of determining return on investment.  

Target Audience:  Any work team (Director or Manager and those reporting to him/her)
Maximum Group Size: 20

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Strengthening Your Team
Practical Ways to Improve Your Hiring Process

A manager’s recruiting and hiring skills are critical to the long-term success of the team and ultimately to the manager’s personal success as a leader.  Each hiring opportunity can be viewed as an opportunity to create a stronger, more effective team.  Each hiring mistake can result in wasted time and money, lost customers, unhappy co-workers and headaches for the manager. 

Many productive managers face hectic workdays, which often makes it hard for them to devote their full attention to the hiring process.  This workshop is focused on giving managers simple, practical tools that can help them do a thorough job on the hiring process despite their busy schedules. 

At the end of the workshop, managers will have:

  • Learned how to develop a candidate profile that speeds up the process of effectively evaluating candidates;
  • Learned how to quickly evaluate an application;
  • Learned a time-saving group interview process;
  • Improved their interviewing skills;
  • Received information on legal guidelines for interviewing.

Target Audience:  Anyone involved in interviewing             
Maximum Group Size: 15

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For Further Information:

Dave Newton or Jeffrey Compton

Ken AdamsJeffrey ComptonDave NewtonJohn StoneJohn Yeomanson
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