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 Celeste Jones founded (EES) in 1993. The institution offers conglomerates nationally management and team leader training for call centers, fine hotels and resorts, sales oriented companies, 911 dispatchers, aviation industries, and service geared business techniques for operational success through service and hospitality training.
Modules are tailored to specific needs and goals of each industry and can be created to accommodate each organizations detailed requirements.
| Topics include but are not limited to: |
Management Coaching
Motivating employees
Effective leadership styles
Interviewing efficiency
Empowerment in the work place
Conflict resolution
Service excellence consistency
Higher sales progress
Communication facilitation factoring
Customized service
Hospitality presentation consistency
Situational management,
Creating a positive work environment
Incentives to maintain top-performance teams
Attitude alignment
Team spirit
Positive reinforcement
Employee benchmarks
On line certification updates
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Call Centers/operators
Voice tone
Articulation
Attitude
Posture
Responses
Diffusing an angry client
Grammar
Scripting
Word choice
Hold Times
Follow up
Customer notes
Consistency
Issues arising unexpectedly
Handling difficult scenarios
Communication with co-workers
Documenting
People skills
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Pilots
Introductions
Meetings
Greetings
Farewells
Answering difficult questions
Proper responses
Appropriate conversations
Image/Uniform guidelines
Presentation skills
Safety concerns
Word Choice
Assessing personality types
Knowing what and when to say it
Knowing when not to say anything
Comments
Lingo
If mandated:
Catering orders
Cleaning aircraft
Stocking
Luggage handling
Restrooms
Transportation post/pre
Situational leadership |
Former Chairman of Avantair, Alfred Rappeti says, "Service excellence is of the utmost importance to the success of any business".
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Sales Teams
Sales effectiveness
Communication skills
Engaging the target
Body language
Image enhancement
Professional demeanor
High impact presentations
Power lunches
Follow-up
Research and knowledge
Documentation
Extracting information discreetly
Assessing how to deal with different personalities
Enthusiastic selling
Power of positivism
Introductions, meetings, greetings, handshakes
Name recognition
Knowledge=power=success
K.I.S.S. theory
Timing
Voice tone assessments
Message, receiving and leaving
Electronic etiquette
Business protocol 101
Networking
Business cards
First Impressions
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Receptionists/Greeters/Concierges
Presentation
Poise
Posture
Decorum
Articulation
Grooming
Attitude
Protocol Importance
Titles
Name Recognition
Hospitality awareness
Service excellence training
Comforting individuals
Red carpet treatment
Appropriate dialogue/conversations
Royal Service Etiquette
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Websites
Effectiveness
Navigational ease
Presentation
Speed
Simplistic facilitation
Image
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EES provides many other modules as well which all increase the bottom line with higher revenues, and better financial fortitude. EES insures to provide the knowledge and training to centers to gain enhanced morale, and the tools to provide a better workplace psychologically, emotionally, physiologically and ergonomically which all equate to happier employees, and increased output resulting in greater success financially with rapid capital investment recovery by enabling organizations to cost-effectively deliver a competitively differentiated customer service experience.
Dr. Paul Jenkins, Recruiter for the University of Chicago MBA department says, "Students of all levels leave these EES seminars with an acute proficiency in character development and communicative ability. These skills are often underestimated in their relation to an individual's success scholastically, professionally and personally."
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Jones brings a unique perspective to this changing and growing new millennium era that is consumed by technological advances and the relaxed mentality toward service and the attention to detail, consistency, accountability, reliability, and formality that is so highly pursued from not only the discerning cliental, but people across the board who just want to feel that they are special and that they are wanted and needed as a consumer.
Lehman Brothers Recruiting Manager, Emily Hobbs says, "A person's networking, corresponding, interviewing, entertaining and public relations ability is often under estimated! These skills are an integral part of hiring, promoting and rapidly excelling within the corporate infrastructure."
She adds, "Jones provides excellent seminars to sharpen the interviewing and communication stamina of the professionals seeking employment or advancement in the competitive selection process in the work force."
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