organizational development and training

CJ Goins & Associates has worked with a number of clients to develop their organization’s service culture from the creation of the mission statement; guiding principles and effective deployment approaches throughout the entire organization. We assist clients in developing company-wide service initiatives to support strategic planning goals. We provide ongoing consulting and training to ensure your associates deliver consistent excellent service.

Customer Engagement Training
CJ Goins & Associates specialize in Customer Engagement Training. With our extensive experience in the service industry, we have developed the CJ Goins Engagement Techniques which are simple, actionable and easily implemented. Our clients see immediate positive results of their employees on how they interact with the customers.  Our training workshops are fun, high energy, and interactive with card exercises, and role playing using props and real customer scenarios.

What is Engagement?
A study of more than 1 million workers over 25 years found that employee productivity and customer loyalty were higher where employees felt strongly about an emotional connection to their workplace. Workers rate themselves as “engaged” are also more productive, report being more loyal to their companies, and are less stressed and more secure about their work. If every worker moved from disengaged to engaged, it would contribute to, on average, a 3.7% increase in the output of each worker.
Source: Gallup Management Journal

Mobil Five Stars and AAA Five Diamonds Service Training
We offer onsite training workshops of AAA’s Five Diamonds and Mobil Five Stars service standards. Our company partnered with several hotels attained the highest hotel’s industry ratings. We train associates to anticipate and exceed customers’ expectations. Our training workshops include hands on training of service delivery in every area.

Hotels Pre-Opening Training
We work with hotels during the pre-opening. Our consultants work closely with management in developing job descriptions, training manuals, training certifications and ongoing training programs for your associates. We provide customer service training workshops for customer contact departments. We offer specific departmental training on customer service.