ONE-HOUR
PRESENTATION
In the one-hour presentation, the audience will be given the
history of Mike’s “discovery” of the I Contact philosophy.
He looks at the traditional way of dealing with customer service
issues and then compares them with our present vision. He gives
a definition of the term “customer relations.” He tops it
off with a shocking story that demonstrates how poor customer
service from just one employee can have drastic effects.
Mike’s presentation style is very engaging. He uses
humorous stories and personal experience he has had over the
years to punctuate his points.
The audience has an opportunity to enjoy an hour of laughter
mixed with a strong message of customer service.
The lesson is a personal one with the bottom line being, “it’s
all about you!”
TWO-HOUR
PRESENTATION
The two-hour presentation includes the wit and wisdom of the
one-hour presentation but takes it one step further.
After
convincing the audience that “it’s all about you” (see one hour
presentation), Mike gets into specifics about how to attain and
maintain a positive attitude and presents a portion on team
building.
A positive attitude is the heart and soul of the I Contact
message. Again, using humorous stories and personal experience,
Mike regales the audience with the reasons why a person should
strive for a positive attitude. The feedback that we have
received indicates that many people do change their attitude
after hearing this message.
The two-hour
presentation includes a short break in the middle.
FOUR-HOUR
PRESENTATION
The four-hour presentation covers all the material included in
the one and two hour presentations and then gets down to the
rudiments of customer service. Participants should leave
with all their questions about customer relations answered.
The goal of
this course is to instruct how to “talk the talk” in customer
service and then how to “walk the walk.”
Depending on
the size of the audience and its willingness, Mike facilitates
discussion and points out common misconceptions about customer
relations. Specific customer relations techniques
are addressed (i.e. telephone techniques, communications, body
language dealing with different personalities, etc.).
Mike will also
work with any organization to construct the course to meet
specific needs.
Contact Mike |
