Helping your Leaders Grow | Menu of Training Workshops:

Great managers aren’t born, they’re trained

Why do you need great managers?

Your managers are the heart of your organization. They are positioned right in the center of it all…driving success across the company.

Managers have to translate the strategic vision, goals, and priorities of senior management into operational plans for their teams. They need to engage and empower their employees to produce results. And, they need to develop the company’s future leadership to ensure its long-

Great managers change everything.

First-time Manager

The First-time Manager coaching program builds on the time-tested secrets of The New One Minute Manager and introduces the conversations and skills first-time managers need to achieve success quickly and build positive relationships with their teams. Let Marven train your new managers to develop the leadership skills they need to become effective managers right from the start.

Coaching Essentials for current managers

Coaching Essentials is a skills-based training program that focuses on helping leaders be more coach-like by developing core coaching skills and applying new behaviors to help develop their colleagues, employees, and teams.

Self-Management

Marven teaches managers the mindset and skillset they need to become empowered, proactive self-leaders who take responsibility for their own success and are committed to getting results for your organization.

Team Management

The Team management coaching program teaches your managers how to diagnose their team’s development and apply the right leadership style to build and sustain high-performance teams.

Systems Run Businesses –People Run Systems-Managers manage people

The process management coaching program teaches your managers how to ensure that brand systems are accurately managed your organization.

Standard Operating Procedures is essential for the effectiveness of running any business. These are the start rules and procedures that create a clear and efficient production schedule.

From basic health and safety to ordering prep lists and reporting chains. It is a must for any professional kitchen to have a custom SOP pack that applies to their service style and layout that is regularly trained to ensure that they are being correctly applied. This guarantees clarity and safety for business owners as well as staff.

Marven will develop your managers to effectively implement and manage the controls for all aspects of your establishment.

Implementation of effective management systems:

  • Customer Service Training
  • Waiter Training
  • OHS Training
  • Management training
  • Administration and Daily Checks
  • HR Training
  • Disciplinary action, Incident reporting and case building
  • Performance Review training
  • Stock management and control Reviews
  • Reviewing and communicating Job descriptions
  • Change management Support
  • Monthly admin compliance Evaluation
  • Understanding Budgets and Expenses

Marven will assist your managers by initiating the interview process and select the suitable staff for your establishment through a vast network of contacts built up in the service industry


The BOTTOM LINE

IF YOU DON’T HAVE GREAT MANAGERS, YOU’VE GOT A SERIOUS PROBLEM. POOR MANAGERS COST YOUR ORGANIZATION TIME, PEOPLE, AND MONEY.

Poorly trained staff will increase the cost of production through wastage as well as impact the overall customer experience. Training can also be a great motivator for capable staff that you would like to retain the value of skills investment, knowledge transfer can be an effective reward and to build loyalty whether a new or existing business.

TRAINING THAT MEETS YOUR NEEDS

In store Customer Experience Training

Customer Experience is key to your sales and the results for your company. Marven provides highly interactive on site and live training to bring your customer service to a level of ensuring your customers become your raving fans. From service on the phone, to face-to-face or email, we customize the development program to your needs. To keep your staff occupancy up to speed, Marven can work one on one, with smaller groups and is flexible on delivery times.

Fun, exciting and a revenue multiplier. Upsell Mania comes along and multiplies your revenue. No matter where you are at, this program will train your staff how to make strategic sales and add revenue to your bottom line. It is upsell training at its best.

This Emotional Intelligence for Customer Service training is a highly interactive workshop with exercises, role plays and experiential learning methods used alongside the delivery of important concepts in emotional intelligence. Upon completion of the course, participants will be able to identify the 5 critical kind of customers and apply the acquired EQ skills at their customer service workplace.

Anyone who has ever cut their teeth in the service industry has heard the expression “The customer is always right”. I am not a big fan of this as I believe it places the wait staff in a very difficult position. Take a simple example, a customer calls over a manager and says, “The waiter got my order wrong!” Now the waiter, having been well trained, took the trouble to write down the order and even read it back to the customer. How do you engage with the customer when you have been told “the customer is always right”? Does this mean “the staff member is always wrong”?

With 5 star rating service level experience, in this training program Marven will strategically train your managers on customer complaint management and how to effectively deal with difficult customers.

HOW MARVEN WORKS WITH YOU

Marven’s proven process guides how he work with you to define, design, implement, and evaluate a successful learning engagement. Marven starts by understanding your most critical challenges and assessing your training needs, then we recommend a leadership development plan that solves your problems and achieves your desired impact.

  • Flexibility

    Develop your customer service staff to become more flexible in approach

  • Mind-set

    Be a great customer service representative starts with a unique mind-set, so we start developing this first

  • Awareness

    Provide awareness of patterns in voice, body language and communication and attitude and how these can be improved

  • Vision

    Align everyone to the customer service vision of your company

  • Results

    Ensure better results in the quality of your service

  • Connection

    Learn how to build a connection with different types of clients. Emotional Intelligence. Develop emotional intelligence and how to work with emotions from customers

  • Rapport

    Build and maintain rapport with clients in different situations, and bring difficult messages


Your training solution delivered

Business

Improve your business results through our customized business training, coaching and consultancy. The training is tailored to your business context, your challenges, needs and goals, whether it is Sales, Service, Product Management, Leadership, Operations or any other context. We can customize in classroom and one-on-one settings, or in store blended training. You will improve mind-set, skills and tools thanks to a refreshing and creative approach with honest feedback and great results. Marven starts by understanding your most critical challenges, and then we design a plan that achieves your desired outcomes and impact.

CONTACT MARVEN FOR MORE INFORMATION