Exceptional Service Training by Kennon Wolff

Harnessing the power of science, theater and personalized training to create
impressive experiences for your guests

Consulting

What is it that you’re trying to achieve?  What are your training needs? Is it a training need, or is it a process or facility/material/offering adjustment that’s needed.  Perhaps you aren’t sure. That’s where we come in. Through an initial assessment process, we can determine your areas of opportunity, whether or not you choose to use our training or consultation services.

Training

With decades of training/coaching experience, we can provide engaging training that incorporates your company’s culture and standards.  Training can be facilitated to meet operational schedules and can take place on the job, in the classroom, in an auditorium/ballroom or via Zoom.  Sessions are always fun and interactive while still meeting the training objectives.

Corporate/Educational Theater

Most trainers don’t have professional theater or artistic directing experience.  But that’s what sets this offering apart,  With decades of professional performing and drama training background, your team members will have service training that truly gets them ready to be “on stage” in front of your guests/customers.

other offerings

Evaluation Services

In order to improve the service you deliver, you need to know where you are starting and then how you are progressing. Incognito evaluations are the way to get these benchmarks for your organization. With travel experience to over 40 countries, 6 continents and 47 states and professional secret shopping experience with resorts, spas, restaurants, casinos, airports, stadiums, national parks and QSRs, we have the attention to detail to give you helpful feedback.

What they say about us

The engagement with Mr. Wolff as a member of a university hospitality program advisory council has been a rewarding experience. Not only for me but also for students in the classroom who he has worked with in inspiring critical thinking on service psychology, soft skills development, and personal development. I consider Mr. Wolff a subject matter expert in these areas.

Stefan Cosentino, MBA, Ph.D.

As a service culture creator, Kennon Wolff understands the power of testing and coaching.  His refined eye for excellence, combined with his knowledge and tools required to impact performance behavior makes Kennon one of the best service sculptors in the industry.

Bernie Vasquez, President of Polished Service & 8-year Executive Trainer with Forbes Travel Guide

“Kennon Wolff is a dynamic, engaging speaker with an impressive track record in Customer Service and Employee Engagement. He has the unique ability to connect human behavior, customer service and empathy through storytelling and well-researched science. Could not recommend him enough to any organization or company seeking to increase engagement between employees and customers!”
 

Michael Lewbel, President/Partner, NALS Apartment Homes

Ken Wolff did an amazing job training our youth mediators and volunteers to perform two skits which was video taped. The skits were about suicide prevention and conflict resolution – attached are links for your review.

Ken did the training over zoom which limited but yet effective.
His training technique and ability to impress upon “individual expression” to our group was phenomenal as you can see with the video.

I highly recommend him to any organization and would hire him again.

He is conscientious, diligent and has a great personality – a pleasure for everyone to work with.

 

Liz Duenas Chairperson, Inafa’Maolek Non- Profit Organization

Since the beginning of human commerce, there have been service/goods providers and guests of that establishment, be it an inn, a vendor, or food supplier.  Those that were most successful weren’t just those who provided a quality good or service, but those who established a connection with their customers. There was a trust between the two.  There was a likeability. Everyone was better off when interactions were more than just transactions. There’s something to that – it’s what happens in the mind and body of both the consumer and the service/good provider.  

We teach the Psychology of Service.  Why we do what we do in service and why it matters.  How do smiling, greeting people, making eye contact, connecting, responding a certain way, personalizing interactions, anticipating needs, and ending the right way affect both the service provider and consumer?  Everything communicates. If you and your associates don’t know what to do, or why it matters, it’s likely that the communication is not positive and isn’t affecting the guest in a way that brings enjoyment, likeability and loyalty.