SMLR has developed and facilitated dozens of programs and trained thousands of personnel from the frontline ranks, supervisors and managers to senior executives and Commissioners. Seminars and workshops for both the public and private sector include: Customer CARE, Persuasive Presentations, Brilliant Briefings, Successful Workplace Communications, Consultative Selling and Eagles.
SMLR: Developer of CUSTOMER SERVICE training FOR The City of New York
The challenge for the City of New York was to show its taxpaying customers that they are being responsive to their needs. At the same time, the challenge for frontline staff, supervisors and managers was to manage customers respectfully and effectively. To answer these challenges, SMLR was asked to develop a customer service program. The program focused on reinforcing the vital role City employees have in providing critical services. It also provided participants with skills, knowledge, and mindset to more effectively manage customer service, reduce stress, and increase customer satisfaction. The result is that SMLR’s Dynamic Customer Service program is now the customer service training for the City of New York.
higher education and nonprofit organizations
SMLR provides Dynamic Customer Service, Persuasive Presentations and Interpersonal Communications training to the staff and management of City University of New York's (CUNY) Colleges in the five boroughs of New York City. Our customer service courses reinforce the importance that every department plays in helping students to more easily navigate the educational system. At the Borough of Manhattan Community College (BMCC) more than 1,000 front line staff, supervisors, and managers have participated in the Dynamic Customer Service workshop. In the private sector, SMLR has also provided Customer Service training to the support and management staff of the College of Mount Saint Vincent. Additionally, SMLR has developed and implemented presentation skills training and Dynamic Customer Service training for The Children’s Aid Society, which has been serving the needs of 150,000 children and their families at more than 45 sites throughout New York City for the last 150 years.
The partners and associates of one of America’s leading law firms required around the clock support from their receptionists, mail room, messengers and supply room staff. As part of their emphasis on continuous staff improvement, SMLR was selected to develop and facilitate a pilot workshop focused on the psychology and skills of Customer Service Excellence. The pilot was so well received that SMLR also implemented two additional staff enhancements: Telephone Techniques and Successful Workplace Communications.
SMLR implemented the Soaring with Excellence workshop with the Specialized Institutional Group (SIG) of Merrill Lynch. Participants from every level of SIG enthusiastically engaged in this workshop focusing on how to use teamwork and esprit de corps to accomplish aggressive goals.
pharmaceuticals and healthcare
More than 2,000 sales, operational, and senior staff of Pfizer Inc., nationwide and in Canada, attended the Eagles workshop. This powerful training experience, facilitated by Desander Mas, guided individuals toward excellence by helping them balance and integrate personal and professional goals. Key areas of the workshop included: greater appreciation of one's talents and abilities, increased self-confidence, reinforcement of the value of self-awareness, development of a personal vision blueprint, better understanding of the your fundamental purpose, and recognition of the impact you have in other people's lives.