What You'll Receive Inside The Full Team Operating System
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Three hours of private consulting with Michel Falcon (before, during & after the course)
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Unlimited user access to 6 comprehensive modules, totalling 41 video lessons
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Knowledge retention assessments for each module
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30+ tested & proven strategies, unpacked in detail
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25 step-by-step guides and ready-to-use templates
Course Curriculum
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1
Module 1: Company Culture Strategies - Build A Workplace That Drives Sales, Profit and Grows an Admired Brand
- Welcome to the Team Operating System course!
- Lesson 1 - 5 Ways to Embed Your Core Values Into the DNA of Your Company and Produce Results
- How To Edit The T.O.S. Templates
- Core Value Creation Guide
- Lesson 2 - Create Your Own Netflix-like Culture Deck for Onboarding & Training
- Company Culture Deck Template
- Lesson 3 - How the People-First Culture and 3P Strategy Has Revolutionized My Company Culture and Will Change Yours Too
- Lessons 4 - 3 Affordable Strategies Your Company Can Borrow From Mine to Build Your Company Culture
- How To Build An Employee Advisory Board
- Weekly Employee Survey Questions
- Lesson 5 - What Do I Do When a High Performing Employee Starts to Negatively Impact Our Company Culture?
- Module 1 Quiz
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2
Module 2: Recruiting Best Practices - How to Interview Like a Pro and STOP Making Bad Hiring Decisions
- Welcome to Module 2
- Lesson 1: Use This Job Description To Attract Qualified Candidates
- Job Description Template
- Lesson 2: The Employee Muse – How This Single Page Document Crystalizes Who You Are Recruiting For
- Team Operating System Employee Muse Template
- Internal vs. External Recruiting Document
- Lesson 3 - How To Successfully Recruit High Performing Employees When Resources Are Tight
- Internal Recruiting Script (For Employees)
- Incentive Referral Program
- Customer Recruiting Script (Email)
- Customer & Vendor Referral Sheet
- In-Person Poaching Guide
- Poaching Script (Email)
- Lesson 4 - How To Affordably Create An Authentic Company Culture Video That Improves Recruiting Results
- Culture Video Guide
- Joseph Morello Interview
- Module 2 Quiz
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3
Module 3: Elite Interview Process, Questions and Onboarding - The Best Way to Identify Culture Fits, Next Generation of Leaders and Company Ambassadors
- Lesson 1: Learn My Six-Step Interview Process To Immediately Increase Employee Retention And Stop Making Poor Hires
- People-First Hiring Pyramid
- Lesson 2 - How to Host a Successful Phone Interview and Immediately Filter Out Poor Candidates
- Phone Interview Template
- Lesson 3: How To Measure The Candidate's Workplace Behaviour Before You Hire Them
- Lesson 4 - The Culture In-Person Interview: The Most Important Part of the Interview Process to Protect Your Brand
- 12 Culture Interview Questions
- Lesson 5 - Skill Set Interview: Identifying Technical Ability for High Performance
- Lesson 6 - The Assignment: A Take-Home Assessment to Gauge Will and Skill
- Lesson 7 - Best Practices to Host Effective Reference Checks
- Lesson 8 - The Decision: A Collective Agreement Among Peers
- Lesson 9 - The Offer and Onboarding: Create an Experience Your New Employee Has Never Seen Before
- Module 3 Quiz
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4
Module 4: Customer Experience Design: Have Your Employees Deliver Customer Service That Will Have Your Customers Coming Back and Telling Their Friends and Family About You
- Welcome To Module 4
- Lesson 1 - What Your Training Program Should Include to Set Employees Up for Success
- T.O.S. Training Slide Deck
- Lesson 2 - What’s the Difference Between Customer Service and Customer Experience?
- Lesson 3 - What is Organic Growth, Why Your Company Must Have It and How Your Employees Can Contribute?
- Lesson 4 - The 3 Customer Personality Types and How to Build Genuine Rapport With Each
- Lesson 5 - Defensive & Offensive Customer Service: How Your Employees Can Switch Between the Two
- Lesson 6 - How Can Your Employees Achieve ‘Service Endurance’?
- Lesson 7 - Micro Customer Experience Program: How This Initiative Created Our Service-Culture
- Module 4 Quiz
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5
Module 5: Customer Journey Mapping: The Hidden Strategy in Business to Earn Customer Loyalty and Create an Experience Your Customers (or Industry) Has Never Seen Before
- Welcome to Module 5
- Lesson 1 - What is Customer Journey Mapping and Why MUST Your Company Host This Workshop ASAP?
- Lesson 2 - What You Will Need To Do Before Hosting a Customer Journey Mapping Workshop For Your Company
- Customer Journey Mapping Checklist
- Customer Journey Mapping Email Script
- Lesson 3 - The Nuts & Bolts: How to Run The Customer Journey Mapping Workshop and Produce Results
- Customer Journey Mapping Example
- Lesson 4 - Michel’s Traffic Light Model: This Method Is Where The Real Value Is Earned
- Lesson 5 - Customer Journey Mapping Best Practices: Avoid These Mistakes to Save Time and Money
- Module 5 Quiz
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6
Module 6 - Customer Retention: Build the Framework to Resolve All Complaints, Across All Channels Within One Business Day and Reduce Customer Churn
- Welcome To Module 6
- Lesson 1 - 6 Essential Things to Consider When Reducing Customer Retention and Complaints
- Lesson 2 - How to Build a Customer Retention Framework
- Complaints At A Glance Document
- Lesson 3 - Customer Retention and Complaint Management Training for Your Frontline Employees (Scripts Included)
- Six-Step Customer Retention Document
- Complaint Management Framework
- Bonus Strategy: 90 Day Letter
- TOS Closing Video
- Module 6 Quiz
What Business Leaders Are Saying About The Team Operating System
Sherry Fitzpatrick
Director, Operations
Taunton Village Dental
"I really enjoyed the comprehensiveness of the course, and the things he taught were transferrable. You can use this at any job"
Gerri Morgan,
HR Director,
SentriLock
"One of the things we were able to do at SentriLock was solve a problem around improving our hiring and onboarding experience. With Michel's guidance and online tutorial, we revised our interview questions, we provided a friendlier tone and interview experience for candidates. We celebrate offers now and that onboarding is a really exciting first day to welcome that new individual to the SentriLock team."