Service Training

TROUBLE WITH HIGH STAFF TURNOVER? 

Training is not enough

Simply training your staff on their tasks doesn’t equip them to better serve your fans or understand their purpose. Having consistent service behaviors across the organization is paramount in providing consistency for your employees to retain and implement that knowledge to better understand your culture and feel connected to your organization's bigger purpose. Along with this, implementing proper recognition for your employees helps to create an environment where your staff wants to come back. 

Have you evaluated what role your employee experience plays in your staff not returning?

92% of HR leaders set employee experience as top priority in 2021, according to Forbes.

service Training package

Combining our Disney background with deep expertise in the sports & entertainment industry, EngageMint has designed a comprehensive customer service program specifically for  sports & entertainment organizations and college athletics departments.

While most customer service programs stop at training, our program addresses the entire employee experience, reinforcing key behaviors and empowering employees to solve problems before they escalate.

Customer Service Behavior Design

86% of customers say an emotional connection with a customer service agent would make them continue to do business with the company, according to  a 2018 customer service report.

We’ve adapted Disney behavioral systems to deliver world-class customer service to fit the realities of operating a sports and entertainment organization.

First, we help you define the emotions you want fans to feel. Then, we identify and codify the key behaviors every worker should execute to deliver your own brand of world-class customer service.

Dynamic Trainings

Your workers aren’t retaining information from boring, annual PowerPoint lectures.

E-learning increases retention rates 20-60% while retention rates of face to face training are 8-10%, according to the Research Institute of America

We work with your organization to create interactive in-person training with storytelling and role playing to reinforce service behaviors. Additionally, we will help you produce digital training that can be updated throughout the season and delivered to recently hired staff.

Recognition Program

92% of workers are more likely to repeat a specific action after receiving recognition, according to Achievers' 2020 Engagement and Retention Report.

We’ve created a recognition program that allows leaders and peers to celebrate exemplary service behaviors as they happen.

We build a custom microsite for your department to collect stories of staff creating memorable fan experiences which become model behaviors to share at future pre-shift meetings and training. 

Service Recovery System

67% of customer churn is preventable if the customer issue was resolved at the first engagement, according to Ameyo.

Every issue a fan presents to you becomes an opportunity to build or further damage the relationship.

We help you define a service recovery system to resolve fan complaints and empower staff to go above and beyond turning unpleasant fan experiences into memorable ones.

Looking to Improve Your Employee Experience?

See how our service training can elevate your department.