Customer service as a profession is more demanding then ever. After organizations have been downsized, rightsized, reengineered and flattened to get closer to the customer more responsibility then ever has been pushed out to the front line service providers to keep customers happy, loyal and coming back.
This means the service provider is often juggling multiple tasks and multiple priorities as well as demanding customers seeking value, value, value. Today’s successful provider needs to have superb communication skills, the ability to gain and maintain rapport, as well as the technical knowledge to give the customer the information they need and solve problems on the spot.
What helps the front line customer service rep keep it all together? Internationally known author and acclaimed public speaker JoAnna Brandi says its having a good "Inner Game." Just like star athletes use mental skills in conjunction with physical practice to hone their game, so can star service providers.
Drawing from a variety of disciplines, JoAnna gives us a framework for peak performance service providers. "You can’t take exquisite care of customers if you don’t take care of yourself." Leave this workshop feeling good about yourself, your job and your commitment to caring for customers. You will walk out feeling energized and renewed and ready to tackle the challenge of your chosen profession.
Understanding the Importance of the Customer
The customer’s changing needs
The appreciating cycle of loyalty
Moments of truth and magic
Face-to-Face, Phone-to-Phone
The changing role of the service giver
From service to CARE
The Relationship Tripodsm
On T.R.A.C.K.
In the Beginning there was Attitude
The attitude link
The role of optimism
Power, presence, professionalism
Creative adaptation
Change, Choice, Chance?
The courage to change
Continuous improvement starts right here
Risk taking
Peak Performance
Wednesday, December 3, 2008
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