serve from your heart

      Energize Passion and Performance!                       (612) 789-7115

achieving a+ customer service:  how to make the grade

  √  Workshop (2.5 hrs)        
  √  Half-Day (3.5  hrs)
   
Imagine each of your customer service interactions is given a letter grade by your customer. Two criteria will figure into your grade: M-O-O’s and moods.
   
In this fun, fast-moving program you will:

•  Experience five phases of A+ Service.
  
•  Identify specific m-o-o’s and moods that influence perception and loyalty.
  
•  Self-evaluate personal m-o-o’s and moods.
  
•  Create a personal action plan.
  

   
To sustain your new understanding, you will receive a resource packet that will serve as a tangible reminder of your customer service strengths and opportunities long after the program has ended.
   

  Mission Possible? 
  The Truth about Providing Consistently Excellent Customer Service

  √  Keynote (60-75 mins)

  √  Breakout (60-75 mins)
  √  Workshop (2-2.5 hrs)     
  √  Half-Day (3.5  hrs)
 
Imagine you and your organization are accused of giving consistently excellent customer service. What evidence will your customers and coworkers use to convict you? 

   
Can you please all of the people all of the time? Surprising answers await in this entertaining, revealing session on customer service.
    
You will:

• Discover four truths that expose the impossibility of delivering consistently excellent customer service.
  
• Identify individual and organizational opportunities to positively influence customer  satisfaction and loyalty.
  
• Create an action plan that addresses one or more opportunities. 
  

  Take This Job & Love It!
  Finding and Fueling Passion and Purpose at Work

  √  Keynote (60-75 mins)     
  √  Breakout (60-75 mins)
  √  Workshop (2-2.5 hrs)     
  √  Half-Day (3.5  hrs)
 
Picture this. You’re at work doing your job. Are you:

•   Serving a purpose or serving a sentence?
  
•   Using your personal strengths or misusing organizational time and resources?
  

   
What if we gather 10-20 of your closest coworkers and customers and ask them to describe you at work. What will they say?
   
Your answers to these difficult questions are revealed through a rich blend of storytelling, self-reflection and humorous interaction. You will:

• Reassess  your commitment.
  
• Remember your purpose.
  
• Rediscover  your value in service to customers and coworkers.
  
• Identify ways to energize performance and fan passion for what you do.
  

You’re in the Driver’s Seat: Moving Communication Forward

√  Keynote (60-75 mins)     

√  Breakout (60-75 mins)   

√  Workshop (2-2.5 hrs)       

The “Driver’s Seat” model is a simple and personally accountable communication tool that has immediate usefulness. During any interaction, you are either driving forward, idling in neutral, or rumbling in reverse. In this shared learning experience, participants will focus their energy to answer these questions: 

• How do you know which gear you are using at any moment?
  
• How do you shift gears once the “vehicle” is moving?
  
• What are the underlying feelings and observable behaviors manifest in each gear?
  
• If you are in the driver’s seat, what do you do about your “passengers”?
  
• How do you use the model when you leave the training setting?
  

The underlying dual goals are:

• Personal accountability for communication behaviors. ·
  
• Willingness and ability to shift gears for better results and strengthened relationships.    
  

You’re in the Driver’s Seat: Defusing Difficult Situations

√  Workshop (2-2.5 hrs)     

√  Half-Day (3.5 hrs)  

Driving communication forward gets easier with practice, but what happens when you collide with a difficult situation or are rear-ended by a difficult person? Too often your first instinct is to slam into reverse, incurring more damage. Or, you may too quickly choose neutral, just wanting someone in authority to settle the matter.  

Building on the Driver’s Seat model, the option to move communication forward is usually the best solution. Through discussion and shared experiences, participants will find answers to these questions: 

• How do you take care of yourself during inevitable collisions with others?
  
• Which “Forward” feelings and behaviors are best responses to difficult situations?
  
• In assessing damages, how do you distinguish between an inconvenience and an injury?
  
• What is the difference between a difficult situation and a difficult person?
  
• What does it mean to “Take the H.I.T.” in defusing difficult situations?