This highly interactive 9 module program teaches effective communication
skills, problem solving techniques and quality customer satisfaction.
Establish and adopt a customer satisfaction philosophy that provides
the excellent service customers demand and expect.
By identifying internal and external customers a new understanding
of teamwork emerges. Exercises on attitudes, values, motives, and
the communication process along with How Did I Do?, I Caught Myself,
and I Caught You cards keeps the information top of mind as part
of all daily actions. Excellent customer service equates to more
satisfied customers. Be customer service leaders in today's business
MAKING SENSE OF BUSINESS
How do we get the daily miracle out day after day? Every department
is intricle in making this happen and tunnel vision doesn't help
the process. Explore what each department does and how it fits into
the big picture of producing the daily newspaper. Participants express
a greater understanding and appreciation of each department for
improved internal communications and customer service.
THE CHEEZY MAZE OF CHANGE
Change happens every day. Sometimes we are open to it, other times
we're not. Even when things are going well there's change. There's
always something new, deadlines, pressure and the emphasis to do
more. Sometimes there are internal changes in procedures or personnel.
How they personally go through the cheezy maze of change makes a
difference. Using the nationally acclaimed book and video WHO
MOVED MY CHEESE?, we maneuver through the complexities and issues
people face, adopt change language and master the Cheezy Maze of
BREAK THRU SERVICE
BREAK THRU: FROM NOW TO WOW!
It's one thing to say "Let's be customer driven." It's
another thing for the staff to understand what that means, why it's
important, and exactly what they can and should do to make that
happen. Break Thru From Now To Wow! examines change and it's impact
on service strategies, provides an understanding why businesses
must constantly adapt, and introduces the WOW experience to improve
the level of service from ordinary to outrageous. Watch the staff
embrace customer service and experience Break Thru opportunities
BREAK THRU: CUSTOMER CONNECTIONS
Have you noticed that customers are different? They think, act,
make decisions, and react under pressure differently. One approach
just doesn't do it. Learn the four unique personality styles, how
to identify them and the best communication's strategy for each
style. Figure out your style and take a look at people who you communicate
well with and ones you don't using the DISCİ system. We'll quickly
learn how to go out tomorrow and turn each customer contact around.
Break Thru Service series gets your staff thinking, working and
contributing as a customer driven organization.
BREAK THRU: THE RIGHT TOUCH
It's the details that count. Making that first and lasting impression
makes a difference. When customers feel good about their conversations,
interactions and contacts with your organization, they will remain
as loyal customers, readers and subscribers. Additionally, they
are your champions in the community. Learn telephone tips and techniques
to improve customer relations from answering the phone, concluding
the call and everything in between. Even voice mail can have the
right touch. Let's increase customer satisfaction to everyone with
The Right Touch every time.
BREAK THRU: LISTENING
"I know that you believe you understand what you think I said,
but I'm not sure you realize that what you heard was not what I
meant." Unknown Listening is a mental act that we take for
granted. When looked at closer we can see and hear the difference
between Not Listening, Bad Listening and Great Listening. Once we
recognize listening barriers and apply the 6 rules to Break Thru
Listening, we'll enhance our customer communications and exceed
our customer's expectations.
BREAK THRU: STRESS UNDER CONTROL
Some days are better than others, however, we all encounter a little
stress in our lives. Rather than ignoring it or just saying "I'm
stressed out", let's be proactive. Recognizing stress, learning
some tools to reduce stress provides us with a framework for long
term job stress management. Find yourself taking your stress temperature
with a Tensometer, laughing instead of fuming and going on a two
minute vacation. Let's not let stress get to us, rather let's get
our Stress Under Control.