MAKING A DIFFERENCE:  ONE CUSTOMER AT A TIME

Customers (internal and external) are the life of any organization.  How they are treated directly impacts their satisfaction with the product or service they have received.  The critical role of frontline representatives is to consistently deliver excellent service and create positive customer experiences.  The bar on service expectations has been raised.  Excellence requires professionalism, quality, and efficiency.  

Learning Objectives:  Upon completion of this program, participants will be better able to provide a positive customer experience, solve problems constructively, manage their stress under pressure, communicate effectively with others, and work together as a team.  They will leave recognizing the value of making a difference, one customer at a time!

MOVING FORWARD TOGETHER

Individuals can work together as a group but not necessarily as a team.  It takes commitment to a common goal for teamwork to develop.  The quality of team relationships directly impacts performance, motivation, retention, and customer satisfaction (internal and external).  A team’s strength is most tested during stressful times.  

Learning Objectives:  After completing the program, participants will be able to better work together as a team, communicate for positive results, take ownership of change, and focus on goal achievement.  They will leave with the tools to move themselves and others forward to achieve organizational success. 

THE DYNAMICS OF CHANGE

Change is not always easy, yet it has become a way of life for those living in today’s professional environments.  Managed properly, it becomes an opportunity for people to contribute, learn, and grow from the experience.  In this interactive workshop, participants will learn how to confidently meet the challenges of change and help direct others through the process.

Learning Objectives:  After completing the program, participants will be able to strategically plan for change, communicate information effectively, encourage involvement during implementation, and manage reactions constructively.  They will leave with the tools to move themselves and others forward to achieve their objectives.