Your most important customer is the one you have in front of you right now.










Program Outlines


Managing Productivity to Increase Customer Satisfaction

I. Observe Past and Present

  1. Changes from past
  2. Current challenges in productivity and service
    1. Trouble spots to fix
      1. Management, front line, facility, customers
  3. Foundation for productivity and service leadership
    1. Traits of good leader, manager, supervisor
      1. Personal and professional balance
      2. Work or play difference
      3. Trust, ethics and values
      4. Teamwork
    2. Get unstuck
      1. Think out of the box
      2. Break old assumptions
      3. Create peak working performance with high energy

II. Evaluating Your Environment

  1. Meeting the challenges
    1. Interviews, one-on-one, groups
    2. Fear of change or unknown
    3. Inherited-staff management
      1. Positive hiring practices
    4. Conflict management
      1. Defusing hostility
      2. Dealing with interruptions
      3. Managing negativity
      4. Managing diversity
      5. Controlling tense situations

III. Reengineering Productivity Process

  1. Creating positive attitudes and environment
    1. Cleaning the slate
    2. Eliminating past-history residue
    3. Avoiding burnout
    4. Managing stress
    5. Practicing intuitive problem solving
  2. Provide necessary tools
    1. Training on product, process, expectations
    2. Incentives and benefits to motivate
    3. Awareness of career path
    4. Service culture that revitalizes staff and customers
    5. Employer of choice reputation

IV. Set Performance Targets

  1. Measure what has been measured, or create new measurements
  2. Pitfalls to avoid in being a change agent for productivity and service

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Winning with Teamwork

I. Achieving New Attitudes

  1. Law of Displacement
  2. The three "D"s inspired leaders possess
  3. Three management styles

II. Setting Goals and Standards

  1. Deciding goals and being clear about outcome

III. Earning Trust

  1. Everyone joins the winners circle

IV. Problem Solving

  1. Steps on how to solve problem
  2. Role playing in no-risk environment for fast implementation

V. Raising Self Esteem for Productivity

  1. Self concept and confidence elevation
  2. Assuming responsibility for customer's experience consistently

VI. Creating a Win-Win

  1. Basics of winning and professionalism
  2. Words to avoid
  3. Words to use instead
  4. Active listening on purpose
  5. Rapport building with open-ended questions
  6. Body language messages in person and on the phone
  7. Humor workouts for increased productivity

VII. Purpose or Goal Statement

  1. Preparation before interaction
  2. Commitment to make a difference
  3. Questioning with positive results
  4. Predetermining outcome of every interaction
  5. Follow up and follow through for win-win

VIII. Praise

  1. What works and what doesn't
  2. Benefits of rewarded behavior
  3. Cost of praise

IX. Assets and Liabilities

  1. Recognizing tendencies
  2. Changing liabilities to assets
    1. Case studies

X. Creating Climate for Change

  1. Motivation
  2. Leading, guiding and exciting the team
  3. Conquering the impossible

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Improving Call Center Service with Employee Empowerment

I. Benefits of Empowering Your Representatives

  1. Freedom for immediate action
  2. Customer feedback
  3. Boost morale and productivity
  4. Acknowledging needs, fears, victories
  5. Creating goodwill ambassadors

II. Quality Monitoring

  1. Defining top quality call
  2. Professional environment
  3. Voice magic
  4. Relationship management

III. Feedback to Reps

  1. Continuous learning and training
  2. Performance expectations
  3. Encouraging creativity and innovation
  4. Ensuring accountability

IV. Create Higher Standards

  1. Increased service deliverability
  2. Problem and conflict resolution
  3. Customer education
  4. Becoming profit center

V. Use Customer Feedback

  1. Create customer service competitive edge
  2. Service philosophy and positioning

VI. Introduce New Training Techniques

  1. Peer and buddy training and feedback
  2. Interpersonal interaction and winning attitudes
  3. Coaching and counseling

VII. Steps, Stages and Strategies

  1. Analyze types of calls
  2. Steps of problem solving
  3. Documenting, tracking and reporting

VIII. Change Hiring Philosophy

  1. Proper employee selection
  2. Avoid hiring "lemons, nuts and flakes"

IX. Obtain Management's' Support

  1. Strategies for front line managers

X. Motivate Staff and Customers for Win-Win

  1. Employee and customer satisfaction
  2. Linking compensation to performance
  3. Management's motivation checklist and action steps

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The College of Customer Care
For Anyone Who Can Ruin Your Business in the Eyes of  Your Customers!

I. How to Develop a Winning Attitude

  1. Learn proven techniques to change behaviors and improve effectiveness personally and professionally
  2. Learn the powerful skills of effective communication for dealing with customers
  3. Learn how to increase your knowledge and self image on and off the job

II. How to Be an Effective Team Player

  1. Identify the traits of a winner and learn to live them every day
  2. Learn the value of teamwork
  3. Develop the skills needed to improve performance and increase pride in yourself and your company

III. Understanding Customer Service

  1. Learn the value of each and every customer
  2. Learn the 10-10-10 Formula for increased customer awareness
  3. Develop the skills needed to become a master at customer relations

IV. How to Give Total Customer Care

  1. Learn the powerful skills needed to handle complaints effectively
  2. Master the technique for retaining customers and attracting new customers
  3. Learn how value added service can insure satisfied customers

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Inside Sales Tools To Knock Your Customers' Socks Off

I. Benefits and Success Planning

  1. Benefits of learning outbound
  2. Fear of change
  3. Attitude readjustment
  4. What TSR's say about themselves
  5. Productivity & success big picture planning
  6. What top TSR's know about themselves
  7. Quality that is most important to have

II. Outbound Selling Process

  1. Energy sells
  2. Selling skills
    1. Pre-call planning
    2. The outbound call
    3. Calling for the first time
    4. Getting by the gatekeeper
    5. Existing customers
    6. Inactive customers
    7. Create benefits, value & a sense of urgency
    8. Handling objection and resistance
    9. Asking for the sale

III. Communication Skills That Make a Difference

  1. Active listening
  2. Voice magic
  3. Phrases & words to avoid and to use
  4. Rapport builders
  5. Non-verbal transmission

IV. Daily Management to Ensure Success

  1. Daily sales management
    1. Tracking call game
    2. Numbers & persistence
    3. Light & dark hours
    4. Setting own goals
    5. Self motivation
  2. Role Play to cut learning curve
    1. Buddy system
    2. Tape recorder self motivation
  3. Challenges & action plan

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Skill Building for Help Desk and Service Professionals

I. How to Develop a Winning Attitude

  1. Learn proven techniques to change behavior and improve effectiveness personally and professionally
  2. Learn powerful skills of effective communication with customers
  3. Learn how to increase knowledge and self image on and off the job
  4. Identify the traits of a winner and learn to live them every day
  5. Develop traits of a professional

II. How to Be an Effective Team Player

  1. Learn team traits to support internal and external customers alike
  2. Learn the value and rewards of teamwork
  3. Identify individual contributions to support team
  4. Develop skills to improve performance and efficiency
  5. Develop pride of ownership in all areas

III. Understanding Customer Support in Your Environment

  1. Learn value of each and every customer
  2. Learn 10-10-10 formula for increased customer awareness
  3. Develop skills needed to become a master of customer relations
  4. Learn overlooked steps to outstanding service support call

IV. How to Give Total Customer Care

  1. Learn powerful skills needed to handle all complaints effectively
  2. Master techniques for retaining customers and attracting new ones
  3. Learn how value added service can ensure satisfied customers and how individual rep can give value added daily
  4. Develop awareness of how internal and external customers view your department
  5. Learn four things all customers need and want to receive from customer support professionals
  6. Learn to give service excellence daily in all support challenges

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Coaching and Developing Staff for Increased Customer Satisfaction

I. Coach or Counsel

  1. Think of yourself as a coach and counselor
  2. Reasons for not coaching

II. Coaching Types

  1. Four coaching styles
  2. Coaching traits
  3. Keys to success
  4. Coaching your team
  5. Dealing with team mavericks
  6. Effective questions
  7. Coaching words

III. Working Positively with all Personality Styles

  1. Conflict management
  2. Change resistance
  3. Giving criticism
  4. Receiving criticism
  5. Partnering work styles
  6. Feed and weed

IV. Communication Tools for Better Customer Satisfaction

  1. Awareness past history and experiences
  2. Attitude adjustments
  3. Steps of service call
  4. Active listening
  5. Words and phrases to use and avoid
  6. Role Playing

V. Motivation to Reduce Burnout and Turnover

  1. Motivation and a better quality of life
  2. Rewarded behavior is repeated
  3. Bench marking
  4. Ideas to implement immediately
  5. Suggested reading list
  6. Meeting challenges

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Up Selling and Cross Selling --
   Moments of Magic

I. Goal Setting for Success

II. Handling Change and Change Resistance

III. New Attitudes

  1. Replace negative attitudes
  2. Use techniques to retain positive attitude to make sales
  3. Bridge from service to sales mind set automatically

IV. Communication Skills

  1. Hear music of the voice and message behind it
  2. Use voice and mouth effectively
  3. Build relationship quickly with approachable voice

V. Listen on Purpose

  1. Question and listen for customer's wants and needs
  2. Defuse upset customers with proven words and phrases prior to up sell
  3. Respond with solution to their needs and state the benefits

VI. Cross Selling and Up Selling

  1. Recognize situation and act on cues for service and sales
  2. Use scripts for related and unrelated product suggestions
  3. Adapt the script for personal success
  4. Beginning -- predetermine cross/up sell in first two sentences
  5. Middle -- fact find and build rapport
  6. End -- Mix and match customer's product needs and ask for sale

VII. Purpose/Goal Statement

  1. Preparation for making the sale

VIII. Create a Win Win

  1. Change preconceived ideas about selling
  2. Learn key to up selling and cross selling
  3. Role play in no-risk environment for immediate success

IX. Assets and Liabilities

  1. Recognize and change habits that sabotage sales goals

X. Action Plan for Immediate Implementation

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Leadership Tools for Managers -- Turning Managers into Leaders of High-Performance Teams

I. What Is a High-Performance Team in Your Environment

  1. What elements must be present?
  2. What do leaders need to know?
  3. Mountain top metaphor demonstrates how to lead a team to success
  4. Have perseverance and flexibility during changing conditions
  5. It's a matter of perspective, up close and at a distance

II. Open Energy and Creativity on the Team

  1. Leadership pointers for developing positive energy
  2. Negative thoughts rob energy
  3. Use creative think time activity
  4. Create energy in yourself and team members
  5. Discover other creative ways to lead
  6. Audience leadership tips

III. Understand Individuals on the Team and Be Understood

  1. Seek to understand first
  2. Supervision with low and high trust create opposite results
  3. Manager-leader becomes source of help wearing many hats
  4. Gain leadership power by giving it away
  5. Recognize the value of internal customers on your team
  6. Watch for signs of demotivation
  7. Success comes when leaders know and perform their most important job

IV. Increase Communications with Others

  1. Develop interactive people skills
  2. Develop mechanisms for better communication
  3. Team developed mechanisms from audience

V. Empower Staff from the Inside Out

  1. Practice the seven radical rules top leaders use
  2. Keep balance through change
  3. Use intuition problem solving to develop great team
  4. Intuitive problem solving
  5. Learn and share problem solving techniques
  6. Strategize with team to raise level of productivity, service and success

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For additional information Email:
Lauderbaugh & Associates

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