Creating the WOW is a Matter of Will
Will I Or Won't I?

     Do your front-line customer service representatives and supervisors create a "WOW" each and every time they interact with customers (internal and external)?

     Do they effectively handle the stress and everyday "business" of keeping your customers satisfied - and coming back for more?

     Can your customers stop themselves from telling everyone they know about you and referring your exceptional services to them?

     Do communications flow smoothly from level to level, and from department to department, within your organization to ensure policies are implemented seamlessly?

     Are your customer service policies truly designed with the customer's needs and desires in mind?

     Do your management team and employees have the authority to implement the policies you create?

In this competitive business climate, GOOD is a bare minimum in the area of service. Customers expect us to be GOOD - that's why they hire us. But GOOD is forgettable.

This explains the customer service fact that satisfied customers tell 5 people about their GOOD experience, while dissatisfied customers tell 10 - and 13% tell up to 20 people about their bad ones! We must create such unforgettably exceptional positive experiences that customers are compelled to tell everyone they know about their exceptional experience with us! Therefore, we must WOW them!

In this program, Sandy helps attendees discover how to create the WOW for all customers by focusing on the critical question, “Will I Or Won’t I?” (“Will I Or Won’t I, at this moment, do what needs to be done to serve this customer… whether making an extra effort, going out of my way to get answers, or simply letting them vent while proactively focusing on solutions to their issues?”). Sandy helps employees, managers and supervisors realize and take the risks necessary to create exceptional experiences for internal and external customers alike.

In her keynote and programs, Sandy focuses on compelling tips, stories and humor - to demonstrate how vital the role of attendees is to the success of their organization - whether they are delivering exceptional service to external customers, dealing effectively with internal customers, or empowering and leading employees to do so.

In her training and consulting programs, Sandy accomplishes Client objectives with a customized combination of the following customer service program components, any or all of which may be incorporated into the program, based on Client needs and timeframes:

1. Management interviews with Sandy before the program begins, in order to determine current issues to be addressed, specific training needs, policies & procedures, as well as desired results.
2. Interviews with Customer Service team members to determine their viewpoint, as well as their current concerns and needs.
3. Review by Sandy of Client’s Policies & Procedures, as well as any other pertinent information, correspondence and upcoming initiatives to be incorporated into the sessions.
4. A complete workbook is provided for each attendee.
5. Development of a theme for proposed customer service initiative
• Title of the initiative
• Posters to accompany the initiative (to be used as reminders/re-motivators for the initiative)
6. Management Debrief prepared and written by Sandy once the program is completed (or in between sessions, if this is a multi-session initiative).
7. Sandy will create “scripts”/dialogue guides designed to specifically position and handle customer service situations within the Client organization.
8. Small posters can be created (designed for the cubicles), to reinforce points within the program.
9. Written summary of whiteboard and flipchart notes and major points.

The 6-segment front-line customer service program consists of:

• An introductory segment to set up the goals of the initiative and management expectations, as well as mindsets and stories that set examples and goals of exceptional customer service.
• 5 additional segments that address various customer service topics.  A brief outline of these topics is available for your review.

This program can be delivered in six 2-hour presentations spread over time, or one 6-hour presentation (with fewer interactive exercises included), or in other combinations as determined by Client needs (desired segments to be selected by the Client.) In addition, it is also offered in a condensed keynote program.

Sandy is also a former Systems Analyst and can conduct additional management, process or technology reviews and segments, to be scheduled on an as-needed basis, per Client request.

Values & Service... YOUR Style! *

At your request, Sandy will conduct a team-building activity to create a brief, but powerful video on Values & Service that your organization can use for multiple purposes.

Sandy will bring selected photos, quotes, poems and descriptive words… as well as concepts from guided attendee exercises on values and customer service. These will be used to create a short, powerful video entitled Values & Service... (YOUR ORGANIZATION'S NAME) Style.

Sandy will also bring a digital camera, as well as a digital video camera, in order to photograph attendees working together, videotape their statements of what values mean, what customers mean, and how they value customers, etc.

The session will accomplish the following:

1. Compel attendees to intently focus on what values and service mean to them, in meaningful ways that impact their emotions as they go through the process of creating segments for the video.  They connect with these concepts by:
1. putting into their own words what values and service mean to them;
2. seeing famous quotes and sayings that help reinforce the concepts they’ve come up with themselves;
3. feeling a deeper pride of ownership because many of the items used in the video are their words, thoughts and ideas
2. Create a team-building activity they share, not only during the sessions, but long after, in the form of an impactful video that can be used to reiterate and reinforce powerful concepts long after the program is over.
3. The video can also be used to show prospective New Hires how important customer service and valuing customers are to your organization and all its employees, stressing and reinforcing these values before they’re hired.

In addition, the video can be added to your website so potential customers can also see and hear concrete proof of how seriously your organization takes its promise of valuing customers.

The guided facilitation, done in small groups, helps attendees focus on:

• Your corporate values (Sandy to review and reinforce these values);
• Their personal values – what they are; how differently they can be expressed from person to person; how we value each other; how we demonstrate our values;
• What customers mean to them – and how we individually and collectively value them;
• Stories and examples from attendees on how they’ve valued customers recently and how they’ve seen others in their department/company value customers and patients;
• Sharing of good and bad customer service stories (inside and outside your industry) and the lessons we can learn from them;
• Reinforcement that there is one overriding value – TO VALUE OTHERS – the rest is simply how we do it.

*There is a nominal fee of $250 for this additional segment and deliverable, to cover the cost of purchasing royalty-free music for the video, as well as royalty-free photos, and time and materials to create the video.

     Call us today toll-free at 1-866-954-2277, or e-mail us for more details regarding Sandy's enlightening and interactive programs designed to help you create raving fancs of all your customers!

Click on the following links for valuable customer service tips.

10 Dynamite Customer Service Tips Anyone Can Use!