"You provided our group with far more value than I have gotten from most training sessions. Carol was the perfect fit for the subject matter and exceeded my expectations."

R. Orrell,
Wal-Mart Team

THE SERVICE EXCELLENCE SERIES

These 2-3 hour courses are designed to be interactive, result based and relevant to any industry, company, organization, association looking to move to the next level of excellence.


COMMUNICATION 101

This course is designed as the foundation to good Customer Relations both internally and externally. The course outcomes are:

  • Recognize communication styles and their effectiveness
  • Develop listening skills that pay dividends both personally and professionally
  • Learn the value of the Platinum Rule
  • Discover peoples learning and personality styles to maximize your communication outcomes
  • Practice communication tools that are direct, effective and professional
  • Deal with issues from a place of intellect rather than emotion

KEEP YOUR COOL WHEN THE GOING GETS HOT...

This course is designed as the next level of communication and good Customer Relations both internally and externally. The course outcomes are:

  • Get what you want by empowering the other person
  • Problem solve using facts rather than emotions
  • Identify your conflict management style and develop a style that works for you and them
  • Deal with your own anger issues
  • Deal with others' anger and maintain your professionalism

CREATING AND ENVIRONMENT OF SUCCESS

This course is designed to move your organization to the next level of service and excellence

  • Determine how to access the customer's perspective of service
  • Identify the key organizational dynamics underlying good and bad service
  • Acquire new ways of creating a real commitment to good service and improving real and perceived service
  • Learn the secrets to handling complaints
  • Learn to stay motivated and upbeat even when the going gets rough
  • Identify the "Moment of Truth" for your organization
  • Understand the financial impact of service on the "bottom line"
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