Serve from your heart...
Is Good Service Ruining Your Business? The Service Profit Dilemma
Here's the dilemma–in order to be the best at what you do, you need to:
- Attract and retain good people
- Attract and retain loyal customers
- Ensure solid financial performance
So, which "customer" do you serve:
The employee customer?
- The one who represents you and your business in front-line service
- The one who wants you to give more and expect less
The product customer?
- The one the front line is paid to serve
- The one who wants you to give more and charge less
The profit customer?
- The one you're paid to realize
- The one who wants you to give less and charge more?
The answer is “all three.” Explore this thought provoking, substantive topic and learn:
- Prescriptions to maximize employee service, customer service AND the bottom line
- Tactics to build and manage extraordinary levels of employee and customer satisfaction and loyalty
- Techniques you can apply in your own operation
The Truth about Customer Service Excellence:
What You Give Is What You Get
Imagine being accused of giving consistently excellent service. What evidence would your customers use to convict you? Can you please all of the people all of the time? Surprising answers await in this entertaining, revealing session on service.
What you’ll learn…
- Product value from the customer’s perspective.
- Positive first impressions in just 30 seconds.
- Service promises that should be broken.
- The value of serving from the heart.
Can You Hear Me Now? Communicating for Results
Wherever you go, you see and hear people talking. Cell phone users talk while they shop, walk and drive and barely acknowledge the people who shop, walk and drive beside them!
Friends, family, colleagues and coworkers check caller ID, scroll handheld computers and exchange instant messages as they assure us they’re listening and urge us to “go on…”
We’re talking more and communicating less–we’re “linked,” “hooked,” “wired,” and longing for connection.
Turn off your phones and tune into laughter as we practice the art of customer-focused communication and affirm the value of connection.
Explore the power of active listening and practice communication techniques designed to help you:
- Enhance communication with customers and coworkers
- Build trust and rapport, deepen connection and grow relationships
- Create transformational (not transactional) service moments
- Be heard by customers, coworkers and supervisors
- Look thinner and younger in just one hour (okay, this one may not be true)
Can You Hear Me Now? Defusing Difficult People and Situations
Sometimes it’s not the person that’s difficult; it’s the situation. Increase your effectiveness by recognizing the difference and learn to respond with grace, confidence and ease.
What you’ll learn:
- How to defuse difficult situations
- How to defuse difficult people
- How to tell the difference!
(Note. When planning an all- or half-day workshop, consider pairing this program with the complementary program, Can You Hear Me Now? Communicating for Results)
Laugh from your toes
Lead from your soul
Face your fear
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