IMPRESS Magazine by Oculus 2012 ISSUE 1 Training Tips and Tricks by Oculus
IMPRESS OCULUS MAGAZINE
TRAINING PROGRAMS | MYSTERY SHOPPING| DESIGN
Thinking of hiring a consultant? Find out why this is a good idea.
TO INCENTIVIZE OR NOT
Should you consider performance incentives for your team?
WHEN IN ROME, DO AS THE ROMANS DO? Training
It doesn’t have to be a snooze fest.
WWW.OCULUSSOLUTIONS.COM | VANCOUVER BC
Undercover What you should expect from your
mystery shopping company and how to train your team with the shop results.
A fad or here to stay?i
Mystery Shopping 101mystery
HOT: CUSTOMER CONNECTION
Produced In Vancouver, BC September 2012 Editors Adam Douba Kevin James Saunders Mario Castillo Esther Liddy Contributors Adam Douba Kevin James Saunders Mario Castillo Esther Liddy Copyrighted Oculus Hospitality Training & Business Solutions Inc. 2012
Training Tips & Tricks
by Oculus Training Group
At Oculus, we try to do things differently from day to day. Sometimes the things we do work and other times we have to go back to the drawing board. We are glad to report that this wasn’t the case with our mag, and that our creative nature won over. We have seen many promotional materials put out by our competition, our clients and around town, and they all seemed to accomplish the same function. They were there as a reference that you might call forth when preparing to contact the business by phone, but that you discarded shortly after. It got us to thinking, how can we provide our information to those who are searching for it, while still imparting to them some helpful facts that they might like to hold onto for future reference? On a visit to the doctor’s office, we saw the typical spread of magazines in the waiting area. Some where new and some old. People browsed and flipped through them. Some people even took that special magazine and walked away with it; into their
bag it went. Then the idea came to us: A MAGAZINE!
Here is the fruit of our larbour. It is a shameless promotion of our service. It might be a giant brochure, but we are hoping you will find it equal parts informative and entertaining!
TABLE OF CONTENT Sneak a peak at some of the tips and tricks provided in:
04 Mystery Shopping 101 Mystery Shopping Info
Interview with Kevin James Types of Mystery Shopping What’s In the Mystery Bag? Guide to Audit Reports Facts & Figures
04 06 07 08 10 12
13 Training Programs Entertaining Training Training that Sticks Tourism Training Info Online Training Portal Info Passing Fad or Something Rad? Training Programs Info
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13 14 16 20 22 24
SHOPPING UNDERCOVER Telephone mystery shopping is the easiet and
typically the most cost effective type of auditing. A shopper will contact your business and inquire about a service or even make a purchase.
MYSTERY SHOPPING The purpose of mystery shopping is to provide an un-
biased assessment of where your company is and
Page 16 =
where it could be.
ENTERTAINING TRAINING Every trainer has a big job! Make training educational,
but at the same time fun for the participants. We work hard at Oculus to ensure that our trianing sessions are filled with learning and laughter for everyone involved!
ONLINE LEARNING PORTAL The Oculus training portal is available 24 hours a
day, 365 days a year. We are here to teach whenever suits you best.
INSPIRED LEARNER Read about the monthly and yearly Inspired Learner
Award by Oculus Canada.
GUIDE TO REPORTS Page 10
GET IN TOUCH
26 Fun Articiles
Need Solutions, No Problem
To Incentivize or Not to Incentivize When In Rome
Get Inspired Inspired Learner Award by Oculus
30 Impress Magazine / 2012-2013
YOUR NEXT CUSTOMER MIGHT JUST BE SOMEONE WHO WORKS FOR YOU.
oculus mystery shopping LIVE, IN-PERSON, TELEPHONE & WEB BASED AUDITS
Understanding what happens when a customer visits your
location is important. Since you canâ€™t be there to oversee every situation, why not have a secret shopper or auditor visit and evaluate what goes on with your sales, service or cash integrity? Many organizations, particularly in the hospitality industry, use onsite mystery shopping reports to better understand their current sales and service processes with typical and atypical customer profiles.
Mystery shopping is a great way to audit your teamâ€™s performance, service attitude,
engagement or integrity. The purpose of mystery shopping is to provide an unbiased assessment of where your company is currently and where it can be in the future. Companies that use mystery
shopping services have an advanced tool to better communicate goals and objectives to their team members that can help their business now.
Telephone Shopping by Phone
Live Shopping onsite
Auditor Personality Picks
Custom Time & Date
Detailed Audit Reports
Recorded Audio or Video
Target Specific Agents
We strive to succeed in providing our clients with the best customer service. TRY TELEPHONE MYSTERY SHOPPING. CONTACT US! See how your training and development dollars can go even further, improving both your own customer service skills and your bottom line!
You want change, we make it easy.
www.oculussolutions.ca/mystery-shopping | 877-649-5641
Shopping Undercover WHAT HAPPENS DURING A MYSTERY SHOP
If you have ever wondered what happens during a mystery shop, you are not alone. Many companies are partnering with auditing companies to better understand what is happening during their various customer interactions. If you happen to watch TV, mystery shopping has been made popular
recently with the debut of such television shows as CBSâ€™s Undercover Boss. But does mystery shopping open the eyes and ears of companies as marketed? Do businesses make changes based on their findings? Kevin James Saunders, the Company Culture Director at Oculus tells all!
SHOPPING UNDERCOVER |
HOW DO MYSTERY SHOPPING
SAUNDERS: “This is a very
flexibility, but I would say the
important question that most
most important would be their
people want to know the
ability to customize your shop-
SAUNDERS: “When our clients
anwser to. Mystery shop-
ping experience. At Oculus,
start their program with us, we
ping can make a temperature
we allow our customers to
review the types of calls, sce-
check of your current sales or
customize and change their
narios, callers and the best times
service ‘attitude.’ Once you
shopping criteria at any time.
to reach their team members. The
know where your people are,
As the world changes, so do
more information we can get from
it is easier to make changes.
your needs and goals. Your
the management, the better we
Positive changes in sales and
mystery shopping reviews
can organize the scenarios and
service equals more dollars in
should be able to keep up
COMPANIES KNOW WHAT TO
train our mystery shoppers. WHAT DO MANAGERS DO WITH THE RESULTS?
SAUNDERS: “Most managers
review the results and use the
THE IN’S AND OUT’S OF THE MYSTERY SHOP! AN INTERVIEW WITH KEVIN JAMES SAUNDERS
tools that we provide to coach their team. Some managers
the bank and more returning
with the changes so that you
WHAT SHOULD BUSINESS-
WHEN IS THE BEST TIME TO
with mystery shopping.”
GANIZING MYSTERY SHOP-
SAUNDERS: “It really de-
WHAT DOES MYSTERY
SAUNDERS: “There are many
leave it up to the agents to make their own improvements. I don’t think it takes much guessing to figure out which type of business will succeed
ES LOOK FOR WHEN ORPING?
SHOPPING DO TO IN-
things to look out for like
price, reporting options and
pends on the business, but we recommend 24/7, year round.”
Integrity Cash Audits
Telephone mystery shopping
One of the most intensive
It is important to know where
is the easiet and typically the
types of mystery shops, the
your money is going, but how
most cost-effective type of
onsite, in-person mystery shop
do you determine who paid
auditing. A shopper will con-
can provide video, audio and
with cash and where that
tact your business and inquire
written feeback of an actual
money ended up? A cash audit
about a service or even make
live customer experience. An
can track how much, when and
a purchase. The call is record-
undercover agent will interact
to whom a purchase was paid
ed and a report is completed
with your team to audit the
in cash to ensure the interity of
by a coach. Results include
experience. An expert coach
provides written feedback.
Impress Magazine / 2012-2013
WHATâ€™S IN THE BAG |
WHATâ€™S IN THE
agents perform in a an array of situations and with a variety of customer personalities. Oculus shops are scheduled
A guide to mystery shopping
throughout the year at the times and dates that are pre-approved by customers. Sometimes a target shop is required to target certain individuals. A request can be made and filled within 72 hours.
Have you met the eye guy? He is one of our training characters.
Yearly customers can take advantage of the IMPRESS the Guest training program. The program can help provide sales in a customer-friendly way characterized by an upbeat and personable attitude.
Oculus mystery shopping has tons of features and we think that we outshine our competition. Here are just a few things you can expect from your mystery shopping program.
Mystery shopping at Oculus
All of the shopping programs
begins with custom scenarios.
from Oculus are available 24
When you start your program,
hours a day, 365 days a year. As
you get to pick and choose what
many businesses operate at a va-
you would like the Oculus shop-
riety of times (if not 27/7), Oculus
per to present to your agents.
shoppers can work within your
This is a great tool to see how
REPORTS AND MORE REPORTS... There are many types of reports available to customers with shops:
Each and every shop
Managers can log
You can have your prog-
you get with Oculus
into the Oculus hub or
ress reports presented
can include a report.
request that a report be
by agent, quarter, skill,
The report has written
sent to them monthly.
and so on. It can all be
coaching feedback and
Data can be sliced by
is scored for service
agent, skill, data, loca-
tion and much more.
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RECORDED AUDIO Telephone mystery shops include recorded audio of the experience. This allows both agents and managers to listen and review what was done. Using an Oculus opportunity map report, a coaching plan is created.
Most of the time, our mystery shoppers inquire about a product, but say no. If you would rather, shoppers can confirm the sale and audit your post-sale experience. Shoppers can also review cancellations or returns.
In-person shops have the option of video recordings of the experience. The advantage of videos is that you can review audio & video.
shopping companies, but takes
feedback from a coach assigned
Since our shoppers work unsu-
the time to learn about each
to your account. At the same
pervised, we ensure that we have
shopper to guarantee they will be
time a location-specific social
professionally trained shop-
a great fit for each project.
group will be created through
pers. All of Oculus shoppers go
Chatter so your team members
through an internal interview and
If you so desire, Oculus will
can communicate amongst
training process. Oculus does
provide your team with a custom
themselves and with their Ocu-
not bulk hire shoppers through
coaching report of the mystery
lus coaches in a fun, interactive
our website like other mystery
shop experience, with written
Oculus pricing is very competi-
The best things in life do come
tive, and our yearly packages
for free, and that includes mys-
often offer more value than the
tery shopping from Oculus.
competition. With the custom reporting and social groups
Companies can recieve up to
added to our mystery shops,
three free mystery shop calls
you will recieve the best price
just by asking. Send your
available in the marketplace.
Oculus shopping is a high-end customer-centric product for mid-luxury businesses.
Impress Magazine / 2012-2013
REPORTS Understanding How They Work!
Oculus Audit Reports
A GUIDE TO HELPING YOU UNDERSTAND AND PLAN YOUR NEXT STEPS! We have some of the best audit forms in the industry. Yes, we offer online versions, but our printable coaching reports can help you work with your team to get results. Best of all, our reports are 100% customizable.
Itâ€™s the w ay that couyou do it nts.
76 A+ TIPS
e provid g in oach ks on Our cs and tric ifferently tip o do d t e. what next tim
SKILL Are yo your trau using ining?
We ha support ve many op keep lea tions to rn constan ing t.
You want change, we make it easy.
www.oculussolutions.ca/mystery-shopping | 877-649-5641 Impress Magazine / 2012-2013
FACTS & FIGURES
USEFUL TIDBITS OF INFORMATION ABOUT OCULUS SHOPPING & TRAINING SERVICES IN NORTH AMERICA. Telephone Audits
IF WE DON’T GET YOU, WE TRY AGAIN!
If we can’t reach an agent, we’ll try 3 times!
Callers do NOT work from a call centre!
Limited Client Regions
Oculus is one of the only
Audits can include audio or video documentation.
CASH AUDITS, can be incorporated into any onsite mystery shop. REVIEW your team’s service performance while understanding where your cash payments are going.
training providers practicing limited clients regions.
TRAINER COACHING The person that trains onsite is also your coach!
Isn’t that what we are all looking for? Something that works!
Oculus programs work. We know because we have the numbers to prove it! If our numbers don’t matter then think about this one:
of Oculus hotel clients are within the TOP 10 on TRIPADVISOR.COM We belive that giving back is important in any community!
Every year, we donate a portion of our revenues to local charities. It is our way of showing that we care what happens around us and want to have a hand in positive change!
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ENTERTAINING TRAINING |
WHY WE MAKE TRAINING FUN
Every trainer has a big job! Make training educational, but simultaneously fun for the participants. We work hard at Oculus to ensure that our trianing sessions are fun and worthwhile for everyone involved! We have all been in conferences, meetings and sessions where we spent more time looking at the clock on the wall than we did at the instructor. The combination of teaching something new, taking a few hours to practice, and throwing a group of people in a warm room with some snacks
can be the perfect recipe for a good snooze. Creating a training
interacting with their peers.
attention and ensure that they
3. TOYS AND COLOU R: We bring toys, smelly
take away something is impor-
markers, and even money to
tant. In Oculus sessions, you will
keep everyone stimulated dur-
find some of the following things
ing the training session.
session that will keep everyoneâ€™s
happening to keep all eyes and ears wide open:
We have some
tunes that we play in every We try
and get everyone out of their seats during the session to keep their blood flowing.
2. ACTIVITIES: Games
session to keep things from getting too serious!
We try to
include jokes and funny stories to keep everyone enter-
and role-playing get people
tained. Training doesnâ€™t have
thinking outside the box and
to be dry!
Impress Magazine / 2012-2013
TRAINING GLUE | Training
Training that sticks takes
some special team glue. Development of the leadership and sales structures within an organization can often be placed on the back burner. Teams have been left for too long to fend for themselves and have been expected to produce or perish. In todayâ€™s volatile environment, sending a lamb among the wolves is not a great strategy. Successful and progressive organizations provide direction, training and development for all members within their team. The outcome can create team synergy, reduce expensive management turnover, increase sales and provide essential customer and employee management skills.
Organzing your training is more than just showing
up to a meeting room and hoping for the best. It will take some time and effort to maximize the training potential. The best companies have a training plan that is continuous and provides coaching to their team members throughout the year. This may involve outside companies such as Oculus, but management is needed to ensure that training efforts do not fall by the wayside when business is good, or when agents become too busy or complacent. Here are some tips and tools that we suggest for arranging your training with us or any other organization.
POST-TRAINING POSITIVES Some steps you can take to ensure your training session will stick!
14 2012-2012 / Impress Magazine
Use your mystery shops
Remember to sit down
to reinforce the skills
and coach your team
and lessons reviewed
on a regular basis. Most
during the training
managers complete a
session. This will help
sit-down only during
review times. Make it a
their own actions with
regular task, and watch
the skills taught.
TRAINING GLUE | Training
WORK WITH THE INSTRUCTIONAL DESIGN TEAM. If you want your training to be customized to your standards,
work with the account manager and the instructional design team to create a program that incorporates your brand.
PLAN THE DAY WITH YOUR TRAINER. The training day is very important and that is why it is important to plan what
will happen with the trainer. Schedule a call or review the emails sent with the confirmation package.
PREPARE YOUR TEAM FOR THE DAY OF TRAINING. Get your team involved in the planning and keep them ex-
cited. If they are involved, the will come on time, ready to be trained.
SET UP THE ROOM PROPERY WITH ALL REQUIRED TOOLS. When your training is confirmed, there is typically
a list of things to prepare. Having everything ready will ensure the sessionâ€™s success and that the trainer can start on time.
MEET WITH YOUR TRAINER POST TRAINING SESSION .Your trainer should have a lot of feedback about how
things went. Plan to meet with him/her after the session is over.
MAKE TRAINING DAY EVERYDAY. Use the tools provided by your trainer to ensure your return on investment.
Training is more than just a one-day activity; it is a daily commitment.
TRAINING PORTAL The training portal is a great way to train your team. The portal is available 24/7, and you can upload courses that are customized to your brand or the idea you want to present. The Oculus training portal is available online or on smarttablets or telephones to ensure that accessibilty is a non-issue. Summary results and training reports are at your fingertips. www.oculussolutions.ca/
ONLINE WEBINARS Instructor-led training is still one of the most entertaining and effective ways to train one person or even a group of people. Doing so over the web makes travel costs and scheduling conflicts disappear. Oculus offers free webinars to current customers and personalized webinars for purchase. Itâ€™s a great way to train your team quickly. www.oculussolutions.ca/
Impress Magazine / 2012-2013
oculus tourism training
ALWAYS AN OPEN DOOR
Have you ever thought it would be a great idea if multiple vendors or businesses could all be on the same page when it comes to customer service? Are your tourism offices trying to sell a product and get your customers in, yet when you refer them to a partner the experience seems lacking? An Oculus customer service training program for tourism is a great way to train multi-vendor or community partners to manage their service delivery in a consistent way, and thus attract more customers.
TOURISM SALES & SERVICE
TRAIN YOUR CITY?
The Oculus IMPRESS™ive City training program can train all businesses in your city or town to provide not just customer service, but an experience that will make your visitors come back for more. When customers decide to visit your location, one
great experience can make them want to return, while one bad experience can drive them away for good. The Oculus program, designed for your specific city, keeps customers happy and allows unforgettable memories to be made. Remember, if you’re hard to forget, then you will be in mind during their next trip’s planning stages.
Our customer service courses can be broken up into halfor full-day events to cover all the areas of service that might pertain to your location. Businesses that want to improve their customer experience and increase loyalty to establish consistent revenue growth will want to attend.
HERE ARE JUST A FEW OF THE TOPICS ON THE TABLE: PROBLEM SOLVING Complaint Management Overcoming Resistance CUSTOMER SERVICE Customer Service 101 Personal Connection Rewards Program & Loyalty COMMUNICATIONS Body Language Communication Planning Email Communication Language & Tone GENERATIONAL Serving the Generations Understanding Generations Working with Generations PERSONALITY Understanding Personality Types (Myers-Briggs)
RESERVATIONS Sales & Upselling RESTAURANT DINING Complaint Management Customer Service Sales & Upselling SALES Lead-Generating Prospecting Site Inspections/Tours Upselling Value Presentation
SOFTWARE & TOOLS Using Facebook & Twitter Using LinkedIn Using Wordpress & Blogs SOCIAL Encouraging Online Reviews Loyalty from Groupon
SENSITIVITY Body Language Communications Diversity & Sensitivity Sexual Harassment Tone
One Town, One Message! It’s that easy.
oculussolutions.ca | 877-649-5641 email@example.com
ANYWHERE, ANYTHING TRAINING | Training
ANYWHERE, ANYTHING SERVICE TRAINING
YOU CAN TRAIN YOUR TEAM ANYWHERE IN JUST ABOUT ANY TOPIC! At Oculus, we pride ourselves in developing fun, in-
learning activities and survey learners to ensure that
teractive and skill-buiding training programs for any
what we teach will be worthwhile. Sessions can be
organization. When we research a training topic,
delivered in-person, through the training portal or
we gather all of the industry statictics, incorporate
with a personalized webinar. It’s up to you!
HOTEL TRAINING Hotels always need to stay on top of their competition and what better way to do so than by keeping
their customer service and sales skills sharp. Oculus programs cover everything from houskeeping to front office. Mystery shops are typically involved to ensure we measure the success of new skills.
CUSTOMER SERVICE TRAINING Every business and organization that has a customer-facing component needs
to know how to promote themselves through service and how to stay composed on the “stage” where they perform. Oculus customer service training can help teams find a way to shine!
RESERVATIONS & CALL CENTER TRAINING Every call center or reservations agents has to take hundreds if not
thousands of calls. How do they make the sale, without sounding like a robot rehearsing a script? Oculus’ Reservation Program can show you.
COMPLAINT MANAGEMENT TRAINING Not every customer is easy and some have valid complaints that need to
be addressed. It is important that staff know how to deal with a complaint so that it does not end up in an online review later.
SENSITIVITY TRAINING Some teams need some help understanding how to create a respectful and comfortable
environment for those around them. A sensitivity training program can provide the tools and information necessary to keep your team informed in how to include all individuals in your working goals.
18 2012-2012 / Impress Magazine
TRAIN YOUR TEAM, AND YOUR REVENUES
WILL INCREASE! IT IS THAT SIMPLE.
showcase their personalities and skills through the open conceptbased IMPRESS™ system. Our programs have been designed to incorporate both knowledge, and proven techniques. We draw from such sources as Harvard Business School, AAA and Outward Bound. We encourage concepts rather than steps, to allow your team the flexibility to personalize every customer service experience to meet the targeted needs. Everyone is different, and the IMPRESS™ program supports diversity in all areas: your customers, team members and management.
06: IMPRESS THE GUEST OCULUS SERVICE TRAINING PROGRAM
07: SALES, SELLING & LEADERSHIP MANAGEMENT TRAINING
TELEPHONE AND ONLINE COACHING SERVICES Sometimes we need to give our team members a little push in the right direction. Oneon-one telephone and online support will help your team members set goals and will even follow up to keep them on track .
There is no magic solution for
IS SO IN!
providing great customer service
Sometimes your own pro-
or increased sales. Whether we like it or not, many customers are looking for the next best thing! Hard work, a genuine caring attitude and dedicated service education are the key skills required to keep customers coming back.The Oculus IMPRESS the Guest™ customer service and sales program can assist your staff in their service delivery. Show your guests that you care, by taking the time to IMPRESS ™ them at every turn. Move away from rigid, step-based programs, and allow your team members to
gram is what will work best Oculus Solutions and partners are pleased to provide Leadership and Sales Development and Support to encourage growth within your environment. Our consultants will be able to review operational concerns and develop a plan using our external sales, leadership, and consulting partnerships. Combining our research with the existing Oculus tool box, your management and sales teams will flourish!
with your team. Oculus has a great team of people that can customize or even design from scratch a program that will work for your team. Many companies send a summary of what they are looking for and from there the magic happens. Our design department will create a program that can include anything from training sessions to videos.
Impress Magazine / 2012-2013
E-learning is now social! Training your team just got “tweeter.”
Online Training PortAL Training a team is hard. You have to get everyone together in the same room. Schedules have to be organized, over-time has to be paid, and all while your customers demand your attention. Why not make training easier with the e-learning training portal by Oculus. We have loads of great features to make our learning portal easy to use and, dare we say, fun! Within 5 to 10 minutes, you or your learners can be up and running. Here are some of the features you might find useful.
LEARN Join a course and learn something new. Watch videos, take assignments and complete quizzes to ensure you understand the topics. ENGAGING If you have questions or ideas, there is a place to put them! Comment or ask a question in each course with the training portal or Chatter. Oculus trainers reply fast!
ANYTIME The Oculus training portal is available 24 hours a day, 365 days a year. We are here to teach whenever suits you best. SITUATIONAL Our training portal doesn’t only include courses, but scenarios too. Read, watch or listen to an example of a situation. Tell us what you would do, and we will audit responses.
SMARTPHONES & TABLETS
GET IN TOUCH firstname.lastname@example.org www.oculussolutions.ca/elearning-portal
TRACK ACHIEVEMENTS support team or to another It is easy to know what your accomplishments were with the Oculus training portal. The system tracks your performance at all times. If you pass one of the course certification quizzes, you will be able to print off your very own course certificates.
learner within their own team with just a few simple clicks. It is quick and easy and encourages team collaboration.
We want to ensure that new skills stick! That is why our e-learning can incorporate different types of quizzing and surveys to evaluate your comprehension of the course material. Once all of the modules are complete, the learner will be asked to take one or more quizzes or surveys so we can get a snapshot of where they are.
Communication is key, and that is why we have made it easy to communicate with your team and with the Oculus People Care Support. During the e-learning experience, if a question arises, your learners can send questions to our
Easy Course Outlines
Videos & Interactive Your team members will Learning be able to start their own Your employees will be able to learn by watching a quick and entertaining video on the learning objectives. The videos in the e-learn portal can be accessed 24 hours and are great tools to train your new team members. Vidoes are not just the only method we use to interact with your learners. We can include audio, interactive flash modules, SCORM and more. Videos are also ready for playback on iPhone, iPad or Android phones.
Quizzing & Surveys
did on a new e-learning module? No problem; just log in and review their scores.
courses with ease. When they select a course, the main page will provide an overview of the entire course. They can download support documents and tools. Throughout the year, we add a variety of courses for our members to view. Learning is continuous and we want to ensure that your team members get all of the opportunities they need to succeed.
Managers and employees can see the results of quizzes taken from the dashboard homepage of the e-learn portal. Want to know how someone
You want change, we make it easy.
FADE OR RAD |
PASSING FAD OR SOMETHING RAD? IS ONLINE LEARNING HERE TO STAY? Trainers and companies
have been wondering about e-learning. All training companies offer some type of online learning, be it in training portal or webinar form, but does it work, and will it really replace the traditional classroom training methods? We weigh in on the advantages and disavdvantages of training your team through the web. Unless you have been living in the dark ages, access of the internet and use of smartphones and tablets have been a part of our everyday way of being. In most cases, our business operating systems and software would not work with-
out the power of the web. It was only a matter of time before training programs moved in this direction as well.
Online training can be a quick, affordable and easy way to get a team on-board with a new standard or idea. It is often difficult to bring everyone together at the same location and at the same time. E-learning options can take care of that problem. Participants can log in and access all of the training materials that they need when time permits and at their own leisure.This will also reduce any overtime wages that can sometimes
be costly when having to schedule all team members during an in-person training. Managers can quickly access e-learning results which help with goal-setting and employee reviews. With just
OCULUS TRAINING PORTAL WORKS WHERE YOU ARE! The Oculus training portal is available in all
formats. Participants can log in on their computer, through their tablet or even using their smartphone.
22 2012-2012 / Impress Magazine
24 HOURS PER DAY The Oculus training portal is
available around the clock for every agent on every shift.
“The Oculus Portal has been a great tool!”
100% CUSTOMIZABLE CUSTOM PROGRAMS
Even if you have custom standards that you want to include,
the click of a few buttons, a summary of a learner’s status can be at your fingertips. We cannot forget about the mobile and social component of e-learning. With more and more people utlizing their mobile devices for just
Oculus cn e-teach those!
about everything, it is always easier to engage learners in their comfort zone. Many e-learning systems provide a way for learners to interact with each other and keep learning and interactive.
E-LEARNING DOES NOT HAVE THE SAME TEAMBUILDING EFFECT AS TRADITIONAL INSTRUCTORLED CLASSROOM TRAINING SESSIONS E-learning does not include the
reinforce what they have learned
same level of team-building, but
on their own using the self-paced
when combined with a tradi-
e-learning system. This combi-
tional learning setting, it can
nation allows for participants to
enhance the overall success of
interact with the group as well as
any learning program. At Oculus,
to investigate the skills that they
we combine both traditional and
are required to master on their
e-learning methods to ensure that
own, which is a learning prefer-
participants gather knowledge
ence for some.
during a live session and can
SUPPORT CALLS & COACHING
All training programs by Oculus give access to training support calls. Need some help? Just make an appointment with a friendly coach or your Account Culture Director to get additional feedback for your questions!
Impress Magazine / 2012-2013
Training that creates change. It is that easy with Oculus!
Training Programs At Oculus, we make change easy through our engaging training programs. You may have reviewed many training programs, and they all work in some ways, but not in others. An Oculus custom designed training program might be a great fit for you and your team. If you want to train a program that fits perfectly within your company’s culture, incorporates your brand standards and has all the components that your managers will buy into, Oculus can help you create it. Why us?
CUSTOMIZATION We don’t have pre-printed workbooks for you to follow. We create our training materials when you tell us what you need! SOCIAL Our training doesn’t stop when our trainer leaves the room. Our social groups keep coaching staff at your fingertips for 1 year after the training date.
EVERYWHERE In-Person, Online, Automated; we’ve got you covered. Oculus programs are available in a variety of mediums. FOLLOW-UP TOOLS We have a variety of follow-up tools like mystery shopping to evaluate training and to ensure that what is learned is put into practice.
GET IN TOUCH email@example.com oculussolutions.com
24/7 OPTIO AVAILABLENS
Programs 5-STAR SERVICE 5-Star Service Delivery Housekeeping Inspection Maintaining AAA Standards Understanding IMPRESS™ PROBLEM SOLVING Action-Reaction Planning Complaint Management Overcoming Resistance CUSTOMER SERVICE Customer Service 101 Personal Connection Rewards Program & Loyalty COMMUNICATIONS Body Language Communication Planning Email Communication Language & Tone GENERATIONAL Serving the Generations Understanding Generations Working with Generations HOTEL & RESORTS Check-In/Out Complaint Management Concierge Service Follow Up Housekeeping 101 Housekeeping Service Overcoming Resistance Request Fulfillment Reservations Sales Resort-Wide Service Room Delivery Room Moves Room Service Site Inspections Upselling
Valet & Parking Wake-Up Calls Walking a Customer LEADERSHIP Encouraging Innovation Management Styles Quality Circles Team Coaching Team-Building PERSONALITY Understanding Personality Types (Myers-Briggs) RESERVATIONS Call Center Sales Hotel Telephone Sales Overcoming Resistance Sale Cancellation Upselling RESTAURANT DINING Complaint Management Customer Service Reservations Sales & Upselling SALES Lead Generating Prospecting Sales Goal-Setting & Planning Site Inspections/Tours Upselling Value Presentation SENSITIVITY Body Language Communications Diversity & Sensitivity Sexual Harassment Tone
SOFTWARE & TOOLS Chatter Using Facebook & Twitter Using LinkedIn Using Salesforce.com Using Wordpress & Blogs TRAIN THE TRAINER Coaching Developing SOP’s Discipline Employee Reviews Goal-Setting Hiring & Firing Interviewing Management Styles Meeting Facilitation Self Development Time Management SOCIAL Encouraging Online Reviews Loyalty from Groupon TOURISM IMPRESSive City One Town, One Message RETAIL ASSISTED LIVING AUTOMOTIVE NON-PROFIT CASINO SALON & SPA + Any topic listed but customized to accommodate industry specific needs
Miix and match ours or have us customize a program for you.
NEED SOLUTIONS, NO PROBLEM | TIPS
“In any challenging situation, ask yourself this: Am I part of the problem or part of the solution?” -Dr. Wayne W. Dyer” WHAT WOULD YOU DO?
first impulse may be to respond combatively – to object, to argue back. Resist the urge to defend
Room 1A is complaining yourself or your organization and, about noisy guests. Room instead, adopt the attitude that 2B is unhappy with her your customer is always right. Internet service. Room Agree with your customer, and 6C just found a hair in his show them that you empathize. It shower. As a customer is difficult for a customer to argue service representative in the with someone who appears to be hotel industry, you will time on their side. and again encounter disgruntled customers with problems. It is essential that you diffuse difficult situations and respond to customer complaints effectively. Let us look at a few ways this can be achieved: SOMETIMES YOU HAVE TO KISS
A FROG TO GET A PRINCE.
Agree, Don’t Argue.
Upon being confronted with a complaint or criticism, your
STEP 2: Don’t Point Fingers.
Another automatic response to a
criticism is to place the blame on someone else. Do not accuse another employee or department for the issue your customer is facing, as that will only leave your guest with a more negative impression of your hotel as a whole. Accept responsibility without hesitation, and swiftly work to overcome the conflict.
Look Past the Surface.
Rather than focusing on the customer’s negative attitude, try to look deeper into the cause of their frustration. Analyze what it is the customer is truly asking for – what their needs are – and address the situation head-on.
Rise Above the Problem.
Try not to dwell on the issue of conflict for too long, as this will only exacerbate your customer’s ill feelings. Instead of concentrating on the problem, concentrate on the solution. Ask yourself, “What am I doing to resolve this situation?” In following these steps, you will be able to transcend the issue of conflict faster and more successfully. It just goes to show that when you change the way you deal with a situation, the situation you deal with changes. -AD | Oculus Operations
26 2012-2012 / Impress Magazine
YOU THINK YOU HAVE
PEOPLE WANT TO EAT ME!
COMPLAINT MANAGEMENT TRAINING FOR HUMAN PROBLEMS.
Training programs that make change easy! It’s that simple!
| 877-649-5641 Impress Magazine / 2012-2013
DO OR DON’T?
TO INCENTIVize OR NOT TO INCENTIVize SHOULD YOU INCENTIVE YOUR TEAM FOR DOING SOMETHING THAT SHOULD BE - THEIR JOB?!
We have heard the complaint many times - “Why should I provide an incentive for my team to do this when their job should be incentive enough?”Although fundamentally we do agree that taking pride in your work performance should be enough to motivate a person, we also know that realistically, it won’t. Change is a difficult thing. Some people may claim to
like it, but at the end of the day each and every one of us will want to take the easiest, simplest road available to us. This often cycles us back to something that we already know. But who can blame us? Everyone wants to do well, especially in their job. We want our
NEW IDEAS HAVE TO BECOME BEST PRACTICE AT SOME POINT. day to be stress-free and comfortable. We want to go home at the end of the day and feel like we did the right thing. To achieve this state, we need to be able to perform at our peak, and this means that we know our work-specific tasks comfortably and naturally. But as time goes by, new systems, technology and everything else will change, whether we like it or not. We are forced to abandon the things that we know to do well and learn to accomplish our tasks a new, different and better way. For some, this can be exciting and a challenge that they would like to take upon themselves. For others, this can rock their world and put them in a position that they don’t like to be in - unfamil-
28 2012-2012 / Impress Magazine
iar territory. With training and development, we can ensure that everyone has the chance to learn and grow in their own time, but sometimes those who are too comfortable within their role, need a little push. There are many methods to push people to do better; some include training, disciplinary actions or supervision. But incentives are a fun, team-focused and engaging way to bring resistant team members over to new idealogy motivate them to accommodate new ideas more quickly. All in all, when set up properly, incentives can help increase your revunue dollars, decrease your training time and help with employee moral. Employees love the chance to make extra cash to maintain their lifestyle, but it also can create some fiendly competition. At Oculus, we encourage our customers to organize incentives for their team members
DO OR DON’T?
- ones that will help them grow, that are challenging and that both the business and the team will benefit from. There are a few important steps to keep in mind when choosing an incentive:
Pick something that rewards individuals but might also have a team component. This could mean having more than one incentive that maintain a competitive spirit with team comradery.
Ensure that incentives are attached to your business’ actual financial goals. This will show your team members that when your business makes money, so do they. It anwsers the age-old question, “What’s in it for me?”
Make a big deal when a goal is accomplished! Payouts are great, but recongnition is even greater. Let your team know they are awesome!
Incentives should have a start and end date. At the end of the date, let everyone know what will be expected of them moving forward. Incetives help us learn, but even new ideas have to become best practices at a certain point!
If you would like to include all departments and locations, a “rewards dollar” or points program could be a valuable incentive. Oculus is pleased to offer Air Miles reward miles that can be used to reward staff members for a job well done.
Since everyone is trying to make enough cash to survive in an increasingly expensive world, our partners have found additional success in offering cash incentives. Typical incentives range from $50.00 to $100.00 for every perfect mystery shop or monthly Oculus inspection. Worried about the cost? Don’t worry! When the perfect assessments start to arrive, it means it is time to increase the assessment skills and learning objectives.
Everyone appreciates having extra time in their daily lives to do the things which are important to them. It makes sense that one of the most successful incentives is a day off with pay. Typically a day off with pay could be earned after 3 perfect mystery assessments or 1 perfect onsite mystery assessment. Impress Magazine / 2012-2013
OCULUS INSPIRED LEARNER AWARD
Inspired learner award REWARDING THOSE WHO DO GREAT THINGS AND GO THE EXTRA MILE.
Each year at Oculus, we want to reward some of our learners that go above and beyond to provide excellent customer service to the people that walk through their doors.
The Inspired Learner is given each month with a grand prize awarded at the end of each year on December 15th. Some of the past prizes have been:
The Inspired Learner Award was created to help motivate those individuals who work hard to achieve perfect mystery shop scores. At Oculus, audits are evaluated in two ways. One being a skill percentage and another being a letter grade for tone. Throughout the years, we have found that some individuals have been able to master both the skill and attitude towards customer service, so a friendly competition was put into place to motivate them to continue delivering good customer service consitently.
• AIRFARE TO A DESTINATION OF CHOICE. ANYWHERE IN NORTH AMERICAN.
• $1000 PREPAID AMERICAN EXPRESS CARDS.
• ONE WEEK ADDITIONAL PAY . To be eligible, just achieve a 100% and an A+ to be entered into the monthly and yearly draws. It is that simple. You just might be our next award winner! WINNER RACHEL BAILEY WHISTLER, CANADA
Impress Magazine / 2012-2013
WHEN IN ROME | TIPS
When in Rome, do as the Romans Do?
Italy: It’s a beautiful place to visit with a richness of culture and history to back it up. But what about its customer service? Oculus was lucky enough to get firsthand experience with it, and one thing stood out to us about the country - its dining experience. As we walked through the streets lined with both people and restaurants, we noticed that almost all restaurants had someone standing at the front. In fine dining establishments, this would normally be reserved for the maître-de, but in this case, it was a promoter, or “recruiter” if you will,
32 2012-2012 / Impress Magazine
that was ushering customers inside or to one of the inviting and coveted tables at the front. They sung the praises of the dining room. Some promoted the value of good food sans a cover or service charge (something you often will pay for in Italian restaurants), and others talked about the fare. “The best pizza in Italy!” was a common exclamation, said a little too lightly. Some promoters stood on the corner before you entered the street, which allowed them to target their audience first. You would think, with such strong efforts to deliver an assertive sales pitch, that the dining experience would
match. It did not. Once inside, in most locations, the service was mediocre at best and the food didn’t always live up to the live ad that was running just in earshot. We often left with unquenched appetites and utter disappointment in the service we had received. When you decide to promote yourself by telephone, online, or in-person, you have to make sure that customer experiences are exceeding expectations in all facets of your business. Does your front desk deliver an amazing check-in experience? Well, the reservation calls should match it. Is your
WHEN IN ROME | TIPS
If you talk the talk, You must walk the walk.
When promoting your services, it is important that you deliver what is promised. Make sure that all of your team has the training to execute the type of expeirence your customer will expect. Oculus customers train all of their department to guarantee that, no matter the team member, the service will be steller!
Keep your pricing right!
We all want to maximize our revenues, but we have to have the right product to go with the price point. If you are unable to increase your pricing, there are other ways you can increase revenues. Oculus clients often take training in upselling and package development to look for opportunities to increase their revenues in call forms!
Make sure they leave happy!
If you let a customer walk out your door unhappy then you can expect to lose revenue. With the ability to review your business online, post Facebook status updates and Tweet, the bad experience can reach far and wide. Train your team in complaint management methods to guarantee that your customers leave with a smile on their face!
Action-Reaction What to do when
GLIDE Postive Spin
Oculus complaint management
Agents will learn how to track
Sometimes you have to turn
training gives your agents the
complaints and to follow up.
negative situations into positive
tools they need to handle com-
These important steps allow
ones. Learning how to trans-
plaints big or small. Through
businesses to analyze where
form negative talk into actions
a series of activities, your
efforts are going and ensures
and then into a positive experi-
agents will be able to develop
that all customer complaints
ence is an art, but we can help
a pre-set list of actions that
receive the attention that they
you. Oculus customers learn
they can take without having to
deserve. Your customers will
the art of positive conversation.
check with a manager, so as to
be happy and recurring issues
resolve any issue.
can be eliminated.
Impress Magazine / 2012-2013
WE HAVE ONE HOME. BE HOSPITABLE.
oculus diversity o oc SENSITIVITY TRAINING THAT MAKES A DIFFERENCE
SOME FIRES ARE WORTH SPREADING
Contact Oculus today
we make change easy.
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