THE CUSTOMER®
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 marketplace.

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 Change.


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 daily.

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.