1A BUZZ!!! in-house seminar (one day) - delivering world-class customer service
1B NEW!!! CUSTOMER SERVICE BOOSTER (half day) - refocusing on best practice, refreshing and reinforcing it ( a shortened version of the seminar below for people who've already received customer service training)
OUTLINE
These two highly motivational and inspirational seminars will focus on the practical BUZZ FACTORS for making a difference to and profiting from world-class customer relations.
The seminar itself is based on research David has undertaken for his book THE BUZZ (published by Nicholas Brealey Publishers). Many thought-provoking and fascinating examples of outstanding service will be provided (featuring real life front-line people and their managers).
BUZZ SEMINAR OBJECTIVE
Participants will leave each seminar 'buzzing' with new ideas on motivation and customer and which they will be incredibly committed to implementing. They will have learnt about best-practice in world-class companies and will have been inspired to review and improve their approach based on the case studies presented.
BUZZ SEMINAR AGENDA
The BUZZ!!!
- Why “buzz” is so important in achieving an experience which will make your customers want to come back time and time again
- A first example of “buzzing” world-class service
- Two key factors in creating a “buzz”
The research
- The latest research on motivation and customer service excellence from around the world
- The priorities of those companies which consistently deliver excellent ‘all-round’ results
- A further example of a world-class company with highly motivated people delivering phenomenal service
‘The stimulus factor’ theory of motivation
- The psychology of stimulus
- Key stimuli for motivating people
- Behaviours that stimulate the motivation customers and employees
The psychology of behavioural choice
- How our ‘microbehaviours’ can have a big impact on other people
- The issue of personal choice in relation to customers
- Some delightful examples of behavioural choice
Emotional competency and world-class service
- The binary code of emotions
- The application of emotions to service delivery
A personal plan of action
- One final fundamental factor
- Three key lessons and three key steps
- Presentations: the way forward
SEMINAR STYLE
Each seminar will include a number of fascinating short talks together with plenty of stimulating interaction. There will be much open forum interaction, some small group work together with some mind-blowing exercises.
FOR INFORMATION ON THESE SEMINARS PLEASE E-MAIL DR FREEMANTLE AT: team@superboss.co.uk
|
