The VIP – Frontline & Leadership Programs

The role of the Duty Manager / Supervisor / Team Leader is one that requires confidence in one-self to move from being a “worker” to one who leads and manages frontline team members who were once their peers. This is not always an easy task for many as they become typically involved in a downward spiral of “doing” and not delegating or overseeing.

This program looks at their personal skills in dealing with team members, senior management and customers. It allows them the opportunity to commence to discover their true potential and start/continue on the path of the Leader/Manager they really want to be, by focusing on their Self Image; mastering their emotions and releasing their full potential benefiting not only themselves, the team they lead, the venue and of course the customers.

Identifying program participants within your organisation should not only rely on those already holding these positions but those team members who show “real” potential. By offering this VIP Leadership Team Development program to those not already in the role will create an opportunity for you to view how they respond, engage and react to the various areas covered throughout the program and perhaps a pathway on their journey to a leadership role within the organisation.

As an Accredited Trainer in Extended Disc Profiling Michelle includes individual Behavioural Profiling and Team Profiling assessments.

The over-riding objective is to make every team member more valuable and productive and by incorporating this methodology it provides Leaders with an understanding of how their leadership style impacts on their environment, team members and job performance.

To make a real difference individual excellence must be supported up and down the chain of management and backed by systems of communication and organisation that really work.

For your frontline team to perform to their full potential that must be led by a strong manager who leads by example, who is fair, communicates the goals of the team, considerate, trustworthy, says what they are going to do, respectful and inclusive.

This is not certification training, it is results training, because we believe it’s all about the results not the certificates on the wall.

To learn more about the VIP FRONTLINE CUSTOMER SERVICE workshops and the VIP LEADERSHIP TEAM DEVELOPMENT program please contact Michelle by email
[email protected] or phone +61 407 227 025.

Training Programs

Since 1994 I have had the privlege to train and coach thousands of talented people whether they be CEO’s or Frontline team members,. However, it is those in middle management who ignite my passion in developing their potential as leaders to those who were once their peers. This is not always an easy task for many duty managers / supervisors / team leaders as it requires confidence in one-self to move from being a worker to one who leads. Many become typically involved in a downward spiral of “doing” and not delegating or overseeing.

My 3 day program which has been successfully conducted at multiple venues, looks at their personal skills in dealing with frontline team members, senior management and guests. It allows them the opportunity to commence to discover their true potential and start and/or continue on as the leader they really want to be. Focusing on their self-image; mastering their emotions and releasing their full potential, benefiting not only themselves but importantly the venue.

The over-riding objective of their role is to make every team member more valuable and productive and by incorporating my methodology it provides leaders with an understanding of how their leadership style impacts on their environment, team members and job performance.

As an accredited trainer and assessor I write and present the VIP Leadership program in a consultative manner with venue management to include their vision and objectives.

Visiting “your” business can be like visiting a favourite friend where you feel comfortable, at ease and welcome as a special client or it can be just another visit to yet another commercial business. This workshop trains your team how to handle all aspects of providing excellent customer service from welcoming and dealing with enquiries, handling complaints, promoting and communicating effectively the range and benefits of your services/products, personal grooming and the overall business image.

The 21st Century customer is: Fickle, Complains and is Informed.
It’s all about the “experience”, customers want the “WOW” factor and for you to exceed their expectations every time. These workshops show you the “HOW” and the “WHY”.

Every day hundreds of people experience your business via the telephone. That experience translates into positive or negative customer service. Being put on hold, given confusing information or dealt with in an offhand manner will affect your relationship with your customers. This workshop trains your team the importance of making every telephone contact a positive experience. If you have a Customer Service team taking calls they maybe experiencing a stressful environment, this workshop shows your team how to be professional and productive in this environment.

Standing at the end of the Board table you look from one face to another as they sit looking back at you with their pens poised to make notes as you present your paper to your peers, senior managers and perhaps the Board. You have checked the slides and your notes and as you draw breath to begin someone walks in late and while you wait for them to say their hellos and take a seat you bump the table that the projector sits on and the screen goes blank. As you fiddle with all the connections the screen lights up and you point the remote clicking furiously but it doesn’t respond…. the batteries are flat.

To fill the awkward silence the coughing and murmurings begin. Your hands begin to sweat, you can feel the bead of perspiration down your back and your heartbeat is so loud it is pounding in your ears as your breath becomes short, you can feel the nerves taking over your body. You stand there apologising and then finally it all works and you speed read the slides and right at the end you remember that you hadn’t passed out the handouts. As you take a seat and remember the most important point, you try to stand and say it but are hushed by the Chairperson as they have moved onto the next presentation.

Has this ever happened to you or do you believe that’s what would happen when you are asked to present?

Statistics show that many people fear Public Speaking more than death and for those who are not prepared I would agree, however, if you plan and practice you will be poised and present in confidence.

The VIP Leadership Team Development Program

"Michelle's willingness and ability to customise reports so they are really specific to our service delivery standards make her services truly outstanding ... Timely reports enable us to action feedback from those visits giving praise and flagging what could be improved."

Annette
HR Manager Mounties Group

"Your flexibility on and off stage as well as prior to the event just made the day so much easier for us as event organisers..... It's not easy to connect with and keep interested 150 high school students, but you did by weaving your personal stories and humour throughout the day."

Renee
Community Development Officer Crime Prevention, Bankstown City Council

"It was an absolute delight to have Michelle Pascoe speak to at our Inspiring Women event. Michelle gave our business owners great insights into the different age demographics and their customer experience expectations. Highly recommend! Thank you so much!"

Sue Heins
Inspiring Women

"The feedback on the content and delivery from our members was very good. I took away some effective key points which I will be presenting to my team. Definitely a very thought provoking presentation."

Shaun
President The Greater Narellan Chamber of Commerce & Pereira Realty Group

"An incredibly fickle and judgemental industry, hospitality audiences can be hard to win over but Michelle’s very distinctive approach of identifying through personal experience as a business owner, her fantastic manner of story telling to give relevant examples and very humanistic approach to presenting was well received."

TASTE
Restaurant Association

"Michelle has a passion for customer service and a gift for growing people. She has a broad vision and an eye for detail ...... She is accessible, efficient and people just love her and working with her."

Scott
HR Manager Revesby Workers Club

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