Travels from San Diego.
Booking now for 2019-2020 conferences and onsite workshop training.
in your new employee orientation, staff training, next conference or annual refresher training.
Map your circle-of-service
Recall names/Communicate clearly
Read people/Build rapport
Transform the cranky
Be leaders who care
Soft skills are the personal attributes needed to succeed in the workplace. These are often related to how we work with others – with a variety of people skills.
The Customer Care TuneUp Series addresses the need to compliment higher education with real-world experiences to build professional and personal relationships.
We have an excellent reputation for helping create customer-focused employees with both the willingness to serve and the skills to do it well.
A recent participant had this to say: “Thought I was doing a pretty good job already however this TuneUp really “kicked it up” a notch in how I can be not only a better customer relations person but a better person in general. Thank you Cath DeStefano!!”
What we have done for others we would love to do for you.
Outcomes: Refreshed, customer-oriented employees. Customers served so well they become your advocates.
With this simple, eye-opening and powerful mind map exercise, you shift to your customer’s point of view and tune up any point of contact on your circle-of-service that could be improved.
In this Tune-up, you are encouraged to take care of yourself while taking care of your customers. Time for you: including the grape experiment, values clarification exercise and your personalized origami box of less stress.
By experimenting with two simple techniques, you can transform yourself from “I can’t remember names” to “I can.” Via a dominoes experiment, you assess your ability to have your directions and explanations received as intended.
Why do customers act like that?!? Identify the differences in customer styles and how to be successful in working with each one. To increase rapport and put customers at ease, tune in and match your customer’s pace and priority.
To calm upset customers, practice the #1 calmer of customers: behind-the-words listening. To encourage your customers’ cooperation up front, learn and speak the language of cooperation.
Participate in the pipe-cleaners and straws leadership experiment to appreciate how different leader styles affect employee productivity and willingness to serve. Implications for “boss-employee-customer” relationships are part of the data and discussion.
Add your personal touch to customer/co-worker appreciation by way of a simple but powerful origami exercise. Create a series of workplace “acts of appreciation” to distribute randomly over the upcoming six months.
“What’s different about our approach to dialogues, conference breakouts and company-wide TuneUps?”
• Less talk-to teaching and more interactive learning.
• Memorable, useful and transformative.
• Fun, not stuffy.
Customer Care Soft Skills
Series of 7 TuneUps
Setting the Right Tone
"What's it like to be your customer?"
"How do employees hope you treat them?"
Contact Cath to request details and availability dates
Begin anywhere in the series.
Schedule one or more (or all seven) TuneUps. 1.5 hours each.
Why I love speaking/teaching/writing about customer-centered workplaces?
I know the outcomes of excellent service mean repeat customers and more money for companies; keeping their reputation in the marketplace intact and growing.
But what I especially like is that to reach those outcomes, businesses offer development opportunities to their employees that ultimately helps the employee in their professional and personal life. Everyone comes out ahead. I like this.