Beyond Required Courtesy

This training program teaches simple, user-friendly techniques that people can use in-the-moment to improve their communication skills and personal effectiveness, going beyond "required courtesy" to "sincere care", where understanding, compassion and sensitivity become the hallmarks of interactions with internal and external customers.

Think about your own experiences as a customer. Can you tell the difference between being serviced with sincere care verses being serviced with required courtesy?

As the lifeblood of any organization, customers deserve to be delighted. Simultaneously, efforts to delight customers seem to have unleashed a Pandora’s Box of increasing customer expectations in every segment of society. In turn, those who interact with customers are experiencing unprecedented levels of stress as they are bombarded with a barrage of customer demands.

This often happens in a down-sized workforce, where there are more customer requests than people to service them. As frustration and resentment build, anger and hostility are often displayed. (yes, we mean both on the part of customers AND employees). And yet, we expect the front-line employee, handcuffed with anxiety and stress, to attentively treat our customers with care and transform customer relations. Instead, what we may be seeing is increased turnover and absenteeism, inefficiency from errors and rework and low customer satisfaction. Every company has at least one horror story. An upset employee, while interacting with a customer, demonstrates behavior that clearly demonstrates “they weren’t thinking straight.”

The latest scientific research offers new insight into how stress and feelings of anger, frustration and resentment affect the ability of the brain to function in the higher centers of perception. The expression: “I was so upset I couldn’t think straight” is a real phenomenon.

People can learn techniques for powerful self-management, based on this science. Result: they will more effectively interact with customers.

• Increase the level of sincerity in customer care.
  
  
• Learn dramatic scientific evidence showing how building higher degrees of emotional intelligence helps people achieve stability, flexibility, compassion, and sincerity -- essential qualities for serving today’s discerning (and often stressed-out) customer.
  
  
• Identify triggers that disrupt one’s balance and trigger the “emotional hijacking.” Learn & apply tools to transform these reactions when they are about to occur. Learn to quickly change a negative, draining reaction into a proactive, creative response.
  
  
• Learn to quickly stop the accumulation of stress before communicating with the next customer.
  
  
• Learn an efficient way to handle “justified” anger & frustration.
  
  
• Learn five steps you can take to cut through stress and emotional static, bypass defensive and reactive reactions, and reach higher levels of clarity and self-control.
  
  
• Learn how perceptions can negatively impact accurate decision making and the capacity to relate to customers effectively. Make better decisions with higher levels of energy and mental clarity.
  
  
• Communicate more effectively, free from the reactions that can sabotage customer relationships.
  
  
• Learn to listen to internal and external customer needs and requests at a deeper, more efficient level where customers feel truly heard and understood.
  
  
• Reduce frustration, drain and burnout.
  
  
• Increase job satisfaction.