Center for Service Excellence

HCDI, an award-winning firm based in Lanham, MD, has assembled an extraordinarily competent staff of doctoral, masters, and baccalaureate-prepared training-design and -delivery specialists, organizational development experts, and marketers with national reach. Our professional trainers are subject matter experts, skilled in adult learning methodologies and instructional models of learning. They are committed to maximizing and customizing the training experience for each of our customers. HCDI has a past performance record of designing training that conveys the latest theoretical research coupled with practical applications for use in the 21st century workplace to its trainees.

HCDI’s Center for Service Excellence sets the standard for exemplary customer service training. The Center for Service Excellence will offer a two-tier training plan: one for managers, which would emphasize internal customer service, including techniques of leadership and effective management, team-building, mentoring, performance meeting, and career development strategies; the second, for administrative staff, trains attendees in external customer service techniques, including teamwork, effective communication, and active listening. Training modules are customized for each client and reflect the needs of every facet of the organization’s mission.  HCDI has also designed a special program for the hospitality industry, including hotels, restaurants, retail, offices and others.

Goals

• To provide a ‘premier class’ training facility for the present and growing service industry of retail and hospitality in Prince George’s County and the region
• To foster the development of a productive workforce understanding the critical importance of providing ‘service excellence’
• To respond to the critical need of fostering an environment in public and private sector organizations of delivering excellent customer service
• To provide customized training aligned with specific industry needs
• Establish a ‘service excellence’ branding for Prince George’s County businesses in general

Our Trainers
Our training staff consists of master trainers, training design specialists, curriculum specialists, researchers and creative communications staff to ensure all materials represent ‘state-of-the-art’ theory and practical applications.  Our trainers are not lecturers who merely provide didactic instruction to audiences without interaction and participation from the audience. Instead, they serve as interactive educators and facilitators by using adult learning models to ensure effective training strategies.
Our highly skilled, educated, bilingual and dynamic trainers also provide management theory coupled with practical applications and supplemental reading to further expand each participant’s learning experience.

Training Catalog
The Center for Service Excellence will provide training on the following topic areas:

• Leadership Development
• Management Training
• Strategic Planning
• Customer Service
• Internal
• External
• Customer Relations
• Public Service and the Role of Public Servants
• Professional Workplace Etiquette
• Image/Dress/General Appearance
• Front Desk
• Telephone Etiquette
• General Business Ethics
• Hospitality Training
• Concierge Services
• Executive Presentations
• Public Speaking
• Interpersonal Communication
• Team Building
• Conflict/Complaint Resolution

Benefits

• Customized training focused on meeting specific industry needs
• Superior environment providing ‘red-carpet’ service
• Accelerated 40-hour core curriculum of service excellence principles
• Diverse, bilingual training staff
• Flexible learning modules to enhance core curriculum
• Training experiences tailored to demographic population
• State-of-the-art, research-based adult training methodologies utilizing neuro-linguistic programming
• Creative, real-life workplace simulations and applications
• Scheduled site visits to experience real-life delivery of service
• Flexible scheduling for shift workers with hours from 7:00 am – 10:00 pm
• Creatively designed training materials with self-directed projects
• Required reading materials with recommended supplemental book list
• Interdisciplinary approach to training
• Performance-based educational benefits
• Cost-effective, flexible pricing models that are driven by economy of scale
• Locally based in Prince George’s County, esthetically designed training facility
• Convenient, easily accessible location by Metro and Beltway

Methodology
The Center for Excellence methodology of training consists of three separate strategies to ensure effective learning and retention of information.  The three components are didactic, classroom-based training, simulations training and site tours. HCDI’s training is interactive, participant-centered, and fun-filled yet educational. This serves to empower each participant and ensures pre-established learning objectives are achieved. Additionally, based upon the goals of each course:

Didactic, Classroom- Based Training
The Center for Service Excellence training sessions include interactive methodologies, which present the participant not only with the opportunity to implement and practice new skills, but also to facilitate the building of interdependent teams and practical learning. Problem-solving strategies are emphasized, and the skills provided may be immediately applied to real-life scenarios. An evaluation tool is designed which HCDI uses as a quality control tool to continuously improve our services.

Simulations Training
The Center for Service Excellence provides simulations of the actual site where service will be delivered.  For example, hospitality simulations consist of restaurant venues, hotel front desk, and concierge venues.  Each of these venues will be representative of a realistic worksite.  The simulation experience will provide the trainee the opportunity to actually experience service excellence from his/her co-trainee as each trainee will be required to display the skills and practices reviewed during the didactic segment of the training. 

Site Tours
The Center for Service Excellence will coordinate visits at various hospitality and retail sites.  Trainees will visit restaurants, hotels, and retail stores to observe service personnel.  These site tours will be an opportunity for trainees to actually visualize how service excellence should be provided and how it feels when service is merely mediocre.

Legacy
HCDI has a proud history of providing creatively designed training services to diverse industries ranging from health, housing, and human services to hospitality in both the public and private sectors for more than 18 years.

HCDI’s Center for Service Excellence welcomes the privilege of supporting the professional training requirements of private and public officials. We have provided customized facilitation and training services in areas such as strategic planning, customer service, management development, team-building, communication, performance measurement, leadership assessment, and many other business topics.