Positive Impact™

Customer Service Training & Coaching

Most organizations struggle with the common dilemma of retaining long-term customers. The cost of procuring new business is high and competition is as strong as it’s ever been. When front-liners are trained to take care of customers by providing extraordinary service, the dilemma of retaining long-term clients is diminished. Positive Impact is a foundational training program designed to strengthen the mindsets, instill high-performance behaviors and provide practical techniques for front-liners who are charged with providing extraordinary service to their customers.

RedRock’s Positive Impact™ provides a foundation for organizations who intend to establish and implement a foundation for extraordinary customer service within their organization.

Build a Foundation for Success

  1. Build & Sustain Mental Toughness
  2. Build Positive Relationships
  3. Create Actionable Goals
  4. Leverage Your Time

Provide Extraordinary Service

  1. Communicate with Empathy
  2. Know Your Strategic Advantage
  3. Present Yourself with Impact
  4. Be Your Customer’s Advocate

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Positive Impact™

Customer Service Training & Coaching

 

Build & Sustain Mental Toughness

Emotions are powerful; they can be the fuel that motivates, while at the same time have the potential to get in the way of our most important business and personal relationships. As John Kotter of Harvard Business School stated, “because of the furious pace of change in business today, difficult to manage relationships sabotage more business than anything else – it is not a question of strategy that gets us into trouble; it is a question of emotions.”

Success does not happen by accident. It is a process that occurs as we choose how to deal with difficult to manage situations. Each moment provides the opportunity to make critical decisions and work toward victory by expanding our vision, stretching out to accomplish our goals, as well as assuming full responsibility for living, growing and contributing.

Participants will learn five key skills:

  • Personal Awareness – The ability to recognize their influence on others.
  • Integrity – The ability to let their intentions match their actions.
  • Internal Motivation – The ability to do the right things for the right reasons.
  • Empathy – The ability to recognize the emotions of others.
  • Social Skills – The ability to build positive relationships.

Build Positive Relationships

The first step in unraveling any challenge in a relationship is to improve the skill of personal awareness. Once this skill is developed, a genuine appreciation for others develops. This is when the ability to lead, inspire, encourage, motivate, negotiate and persuade becomes a reality.

During this session, each participant will receive and refer to a personal integrated behavior-motivator assessment and take part in group discussions and exercises to improve interpersonal communication. Once they gain insight into how and why their own style of communication varies among specific people in various situations, positive relationships are established. Next comes the long-term positive results of collaboration.

Participants will learn to:

  • Become a student of non-verbal communication and tonality.
  • Adapt their behavior style to meet the behavior styles of others.
  • Build positive relationships with those considered to be their adversaries. 

Create Actionable Goals

A person’s level of success is proportional to what they set out to accomplish. For this reason, goals are vital for success in business. The way goals are defined and stated provides the make-or-break difference. This session is designed to help establish focus. While dreams are important, they won’t become reality unless they are stated as measurable goals. Once measurable, they become a vital part of the strategic foundation for success in business and personal life.

Participants will learn to:

  • Create S.M.A.R.T. goals.
  • Identify the difference between dreams and well-stated goals.
  • Develop a strategy for goal accomplishment.
  • Execute a tactical process for goal accomplishment.
  • Identify motivation for personal goal achievement.

Leverage Your Time

Time is every human being’s single greatest non-replenishable resource. Even though it’s often stated otherwise, it’s not possible to save it, invest it or borrow it. However, it is possible to use it more effectively. Success is contingent on setting goals and allocating quality time against highly leveraged activities to accomplish those goals.

Participants will learn to:

  • Delegate anything that isn’t part of their unique capability.
  • Focus more than 85% of their time on important / non-urgent activities.
  • Establish expectations to establish themselves as leaders.
  • Eliminate time wasters.

Communicate with Empathy

Good communication is fostered by those with a strong sense of empathy. As the skill of empathy is developed, listening skills improve and strong bonds create long-term relationships. Empathy is not only an essential skill in today’s fast-paced world, it’s the foundational skill necessary when providing extraordinary service. Empathy is one’s ability to recognize, understand, process and deal with others’ emotions. As empathy skills improve, stereotypes, prejudices and misconceptions disappear.

Participants will learn to:

  • Communicate effectively to retain long-term clients.
  • Gain knowledge that will allow them to be open, honest and assertive.
  • Increase their level of emotional intelligence and learn how to be more intentional.

Know Your Strategic Advantage

Customers form an impression of an organization during moments of truth. These are individual encounters that determine a customer’’s lasting impression of the entire organization. Moments of truth happen throughout a cycle of service. During this session, participants will collaborate to create a cycle of service unique to their organization. Once implemented, this cycle of service will become an organization’s strategic advantage. This is not just another internal process, rather a proactive plan that will enhance a customer’s experience.

Participants will learn to:

  • Discover their organization’s unique cycle of service.
  • Learn how to properly identify customer expectations and exceed them.
  • Apply the concept of customer alignment to their daily routine.

Present Yourself with Impact

A win/win in a relationship occurs when a committed customer receives extraordinary service. In other words, a customers expectations align with what was promised when the sale was made. During this session, participants will receive practical instruction on how to present themselves with impact during their cycle of service. Roundtable discussion and role-plays will provide participants the opportunity to practice interpersonal skill development and gain peer-to-peer feedback before live interaction with customers.

Participants will learn to:

  • Actively listen to their customers.
  • Focus on the meaning of non-verbal communication and tonality.
  • Adapt the concept that using time wisely gains the respect of others.
  • Improve and sustain the reputation of their organization.

Be Your Customer’s Advocate

It’s been said that no message has ever made it from one human brain to another with its meaning intact. Combine this with the fact that the only constant in many of our lives is change, and you have a recipe for misalignment during the cycle of service. During this session, participants will learn how to be an advocate for their customers during the cycle of service. They will learn that a cutomer’s extraordinary experience is within their control.

Participants will learn to: 

  • Have a can-do attitude even when dealing with difficult customers.
  • Assume a leadership role in their organization, regardless of job title.
  • Become a problem solver and take charge when necessary and appropriate.

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