Subscribe to our Newsletter

Name:

Email:

Use another email address

View our most recent newsletter

Sensational Service

Level 1

• Why should we be bothered with delivering sensational service?
• From Survival to Significance and the Modern History of Work.
• Dealing with the human component using Maslow’s Levels of Learning.
• Who are our customers and what do they REALLY want?
• Solutions ... Not Just Service
• The Only Two Reasons People Do Business with Us
• Understanding These Motives
• The Challenge of Managing ‘Pleasure’ Perceptions
• ‘Good God It’s You’ vs ‘Thank God It’s You’
• How do internal relationships affect external relationships?
• Why We Must Go Beyond Customer Satisfaction
• The Three Principles of Excellence
• Task vs. Relationship
• Recognising Mental Models
• Moments of Truth…what are they?
• How do we Manage M.O.T?
• Identify the Little Things that are the Big Things for Customers.
• Building Rapport
• People Like People that are Like Themselves
• Reducing the Differences at an Unconscious Level
• The Art of Pacing and Leading
• Universals and Truisms

Level 2

• Would Your Customers be Scared to Lose You?
• How Our Customers Minds Work...a Whole Brain Approach
• Effective Communication
• The Emotional Bank Account...how to advance the Relationship through Listening
• What is our number one psychological need?
• How to Think on your Feet
• Effective use of Words, Visual and Vocal Variety
• Pitfalls on the Phone
• What to Do when a Customer Complains
• How to deal with the Angry Customer
• A Four Step Process to Solutions
• How to ask Questions ... Open ... Closed ... and Ones That Work
• Professionally ... not Personally
• Maintaining Resourceful States
• The Communication Process Begins with You
• How to Stay on Top in Any Situation
• The Power of Self Talk and the Effect of Your Physiology on Results
• Development of Personal and Group Strategies to Maintain the Focus on Excellent Results
• FISH – Some key principles for success