High Touch or High Tech?
In our high tech world, being "high touch" can have a competitive advantage.
When front-line customer service providers act with emotional intelligence, they listen beyond the customer's words to identify true needs. When they meet those needs with style, engagement happens and loyalty grows. The key is to CARE (Connect, Appreciate, Respond and Engage) both in service delivery and recovery.
Successful managers know that the key to magnificent service is employee willingness to put their skills, energy and authenticity into the task. How do you motivate that sincere willingness and discretionary effort? By creating a culture in which front line service provides are effectively selected, trained, supplied, encouraged, recognized and rewarded…in short, treated with the same CARE they are being asked to deliver.
Learning Design: Our programs are all based on solid learning objectives and reflect up-to-date research on brain-based strategies for adult learners. Since engagement fosters learning, we incorporate a variety of engaging tools and learning experiences into our workshops and keynotes.
Available Format(s)
- 45-90 minute Keynote
- ½ day or Full Day Workshop
EQ for CAREful Customer Servicesm
For all Employees
1) Service Basics
- What’s Your Service Mission?
- The Loyalty Factor – EQ and Customer Engagement
- Key Customer Service Concepts
2) CAREful Servicesm DELIVERY
- Exploring The CAREful Servicesm Delivery Model
- Serving with Style
3) CAREful Servicesm RECOVERY
- Welcoming Complaints
- Exploring The CAREful Servicesm Recovery Model
- Dealing with Toxic Customers
EQ for Managing CAREful Customer Servicesm
For Managers & Supervisors
1) ENCULTURATE: Create the Environment
- Influencing Excellence
- Motivating Commitment
- The Manager/Supervisor Service Model
2) EMPOWER: Set Free to Satisfy Customers
- An Empowerment Encounter
- The Freedom-Flexibility Grid
- Manager of the Moment
3) ENGAGE: Care to Connect
- SBWA – Supervision By WalkAbout
- CAREful 5
- On-the Spot Coaching
