Posts Tagged ‘training’
Wednesday, July 18th, 2012
When a business implements a new software application, training is critical to that company’s ongoing success with the system.
At ReServe, we work with our clients from day one to get them up and running the right way, right away. We’ve found over time that those who commit to working with us for initial and long-term training have found themselves proficient in the use of the software and able to quickly and easily train new staff in the future.
ReServe is committed to helping our clients get the most from their software investment. Our product training is hands-on, extensive and customizable. From general tips and tricks and continuing education to on-site individual consulting and weekly interactive webinars, we make sure that our clients understand exactly how to make ReServe work for their business. And we ensure that our software tools and capabilities become second nature.
Our standard training, included for every client, includes a detailed web-based session tailored to the way the organization will be using our products. By conducting initial training via conference call and desktop sharing client staff can learn the system on their own computers, at your their own location. ReServe’s Training Specialists give each client a thorough review of the software’s features and functions, and can answer any questions that arise.
Some of ReServe’s more comprehensive training and educational opportunities include:
- Live Web-based Education
- On-site Training
- Group Instruction
- One-on-One Sessions
- Start-up and Implementation Training
- Continuing Education
- Specialized Applications Training
- Business-Specific Modules
“I appreciate very much that training was not just automated. We worked through things that our business does and tailored steps and reports, etc. to our business. Really great! I had a really specific report that I wanted customized and I got it! Quickly, timely, effectively and, more importantly, 100% accurate. It was wonderful and it will help me and my managers to staff and schedule in advance and correctly for each event. THANK YOU,” Katie Kirschner, BRAVO BRIO RESTAURANT GROUP
Wednesday, May 18th, 2011
We’ve always prided ourselves on our ability to offer superior technical and product support to our customers. Our employees have proven over and over again that they are among the best of the best, and our customers say the same. From training to product support, development to sales, absolutely everyone in our organization is critical to our overall success and each and every person has gone above and beyond to make a difference.
“Lynn is very knowledgeable and understanding of the experiences we face with customers. Once I started working with her I was completely put at ease about having made the right choice with the ReServe’s software. She is an asset to your company! Thank you Lynn!”
“Joe and Keith are 1st class employees. You should feel blessed to have them on your team. It is because of the type of service I receive from them that we continue using ReServe and recommending it to people. Another job well done!”
“Beth was very helpful. One question required some more info on her part, so she opted to call me back rather than have me hold. Very prompt in her return call. Super great customer service! Thanks!!!!”
“Leslie is the epitome of both great service and professionalism and I wanted to let you know that as long as she is representing your company I have no doubts that your business will continue to grow and grow.”
“Melanie is a rock star! She is incredibly responsive and an expert at her job. We can’t thank you enough for the great support!”
“Our trainer was very knowledgeable and really took the time to make sure we understood each step in the event life cycle. All our employees have given me positive feedback about their training session and about the capabilities of the ReServe software.”
“The representative I worked with was so helpful and kind. I so appreciated his ability to quickly resolve the issue so that I could get back to my work. I was working for a few hours at home on some things that HAD to be done right away. Thanks again!”
Category Customer Quotes, customer service, General, Product Development, Product Support and Training | Tags: Tags: customer service, employees, product service, ReServe, ReServe Interactive, ReServe software, technical and product support, training,
Thursday, July 22nd, 2010
There’s a saying that goes ‘The only thing constant in life is change’. Very true. And, in some cases, very hard to accept. When people are used to doing things a certain way, it can be difficult to change their course of action. People get caught up in what they have to give up and what has made them comfortable, versus what they may gain in the long run. You may find that some are eagerly willing to make the change, while some people dig in with their heels and fight you every step of the way.
Technology is often a trigger for significant change and therefore, a potential trigger for resistance. Whether you’re implementing software to take the place of manual processes or replacing one system with another, it’s important to remember that the reaction to that change will vary across your organization. To ease the pain, consider choosing a provider that will take the time to provide adequate training to your staff, as well as remain accessible throughout the implementation process, so concerns can be addressed and minds can be set at ease. Take a moment to zero in on employees who are eagerly embracing the change and have them assist you in training others. Let their enthusiasm become contagious.
Our new customers are often surprised at how easy our software is to implement, train on and use. It is technology after all. But our users, regardless of any resistance, or enthusiasm for that matter, are typically up and running, using the software to book actual events or dining reservations within a few hours of training. We work closely with them and provide all of the tools they need to ease any discomfort they may have with making the change.
Paul Pace from Treasure Island Hotel & Casino is a great example of an individual embracing change. When his company’s legacy dining reservation software system was phased out and ReServe Anywhere® was implemented, he said, “I came on board after implementation, and because the system is so user friendly and easy to use, I logged in and taught myself how to use it. I was able to take single and group reservations, make changes to floor plans and update menus within a couple of days.”
Change is inevitable, yes. But resistance to it doesn’t have to be.
Wednesday, April 21st, 2010
Today, I’d like to introduce you to another member of our training team. Leslie Phillips. Leslie joined us in August of 2006 on a part-time basis and became full-time in January of 2010. Throughout her tenure with us, Leslie has been responsible for implementing new accounts, conducting beginning and advanced training classes, writing training materials, and handling customer support calls. She has also traveled to customer locations to host on-site training sessions.
Originally from Washington, Leslie moved to California in 1988 after graduating from Eastern Washington University. Today, she is an extremely busy single mom raising two teenagers. She’s an active volunteer at the high school and enjoys playing, as well as watching sports with her kids. Leslie also loves to travel and read, and brings the passion and enthusiasm she displays in her personal life into her professional life with ReServe.
“Leslie Phillips was the most welcoming, unintimidating, software support person that I have spoken to in a while. Very knowledgeable and has a wonderful bed side manner.” Kristen Childs, Reynolds Plantation.
Wednesday, March 3rd, 2010
We challenge ourselves continually to improve our internal processes so that we can enhance our customer service and support offering. One of our processes includes tracking our response time for support cases that are submitted to our Product and Technical Support Services Team. In January and February of this year, we opened approximately 1,000 support cases and more than 99 percent of those calls were for product configuration and implementation questions, new feature requests, and training and product upgrade queries. From the time the case was submitted, whether by voicemail, e-mail or via the web, the customer was contacted within 3 hours and most cases were resolved or closed within an hour. In addition, we’ve received 1,184 direct calls to our live Call Center. We think it’s important that our customers be able to talk with an actual person, rather than an automated system. Our 2010 statistics show those Call Center calls were answered, on average, in just under a minute, with 83 percent answered within 30 seconds.
We follow up on each closed support case with a survey sent directly to the customer, asking each customer to rank us on a scale of 1 to 5 with 5 being Excellent. Since the beginning of the year, 97 percent of our customers have given us a rating of 5 in regards to our response time. Ninety-seven percent of respondents gave our support technicians a ranking of 5 when it comes to technical knowledge and helpfulness.
In addition to ranking our service, many of our customers leave us messages or supporting comments that help us in evaluating our processes. Some of our customers just like to share how they feel about us. Holly Young, Event Sales Manager at Butte Creek Country Club, said, “Thank you! It’s especially nice to call the help desk and get a live person without having to wait or press a bunch of buttons on the phone!”
Thank you, Holly! It’s a pleasure serving you and all of our customers.
Wednesday, November 4th, 2009
One of the most satisfying parts of my job is training new ReServe users. There’s something about getting down in the trenches with our customers and showing them how our software works to immediately make an impact on their processes. Watching things click and experiencing that ‘ah ha’ moment is so much fun.
A long time ago, we agreed that our software was only going to be a worthwhile investment for our customers if they saw results right away. In order to do that, we needed to provide things like hands-on, customized training. As a result, sometimes we’ll travel to a customer’s facility; sometimes we’ll do web-based conferences; and sometimes we’ll do one-on-one training with individual employees. Whatever the training requirements, our goal is to make implementation as seamless as possible, as well as make using the product second nature to our customers.
This past summer, we completed the installation of ReServe Anywhere® at the Treasure Island Hotel & Casino in Las Vegas. I was part of a team of ReServe personnel that traveled to Las Vegas to train the staff. Once there, everything just seemed to gel. Our team was on task, the Treasure Island users were excited and focused. Everything went smoothly and soon everyone was up and running.
There’s always electricity in the air during these on-site trainings. As a team, we’re ready to dive in and do whatever we can to get users up-to-speed. We know their time is valuable and, in many cases, their work continues to pile up while they’re attending training. We hope that once the training is complete, the time they’ve taken away from their daily tasks was worth it and the competencies they’ve gained with ReServe can be put to use immediately to get them back on track and make them more productive.
After the installation at Treasure Island was complete, Monica Dorsey, the Vice President of Food & Beverage, sent us a note that said, “Through customizing the software to installation and training the Reserve team was on property supporting the process from start to finish. This has been one of the most efficient business implementations I have experienced.”
The Treasure Island implementation was a fantastic experience for us. We’ve had similar experiences training customers from all segments of the hospitality industry. And, while training is but a portion of what we do, it’s a very satisfying, energizing part of our offering.