|Customer Experience (CX)
Craig, in blue shirt
with Call Center CSRs
Craig extols mirrors
Craig (holding cellphone squeezie) with workgroup
following his Call Center Training
We scratch each others' backs
and never drop the ball
when we deliver Stellar Service.
Customer Service Inside Out (Internal Customer Service)
Rx for CX: Using Design Thinking to Craft Remarkable
We live in an experience economy. Are you experienced...at designing and delivering great customer experiences to your clients, patients, passengers, guests, constituents and even prospects?
Learn how to apply key concepts from design thinking to experience what your customers currently experience and elevate your offerings to remarkable throughunderstanding touch points, creating journey maps and making continuous improvements through iterative interactions with your customer base. To learn more you can download a PDF file, click the web icon for a fuller description, read Craig's published article(s) on the subject, or buy his tips booklet.
Stellar Service! teaches you myriad strategies, methods and techniques for successfully serving your customers with style, swiftness and aplomb. You will walk away with a checklist of action items to immediately and instantaneously implement. It’s time you Express Your Excellence!
Excerpted from his book Stellar Service!,
this presentation addresses customer
service in person, over the telephone,
through the Internet, and also addresses
dealing with problem customers.
Examples and role plays augment the
instruction and stories used to teach
improved customer service techniques. To learn more you can download a PDF file, click the web icon for a fuller description, read Craig's published article(s) on the subject, or buy his tips booklet.
Voice of Customer Service!
Delivering great customer service over the telephone
means more than answering the phone on the first ring, or being polite
and courteous to callers. Great phone support means managing yourself,
your caller, the equipment and the process, so as to resolve problems,
retain customers, strengthen relationships and leave callers with that "warm
happy feeling" of being valued and cared for. Craig shows you how,
experientially, through role-plays, scripts and interactivity. Please
hold momentarily while I transfer you to the success line! To learn
more you can download a PDF file, click the elevator for a fuller description,
read Craig's published articles on the subject, or even buy his tips
Customer Service Inside Out (Internal Service)
How your Company's Internal Customer Service Affects Your External
Customers. While attention is rightly focused on delivering quality
customer service to external customers, how effective is your internal
customer service? Are you treating other departments with as much attentiveness,
courtesy and understanding as you accord your external customers? Learn
how communication, teamwork and an appreciation of the bigger picture all
translate into better external customer service. After all, we're all in
this together. To learn more, select the icon below that best
suits your needs.
Attention to Retention
In a competitive marketplace are you retaining your hard won customers
and clients? While companies feverishly attract new customers and clients
are you losing yours through the back door? Craig shows you how to keep
existing customers happy, healthy and satisfied. The ball's in your court!
E-Comm: Effective E-Mail Communication
Understand how to send effective, service-oriented E-mails and master
In today's business world. E-Mail is a common and accepted mode of communication,
with both advantages and disadvantages, strengths and weaknesses. Develop
your checklist for when you should (and shouldn't) use E-Mail, learn
the best use of subject lines, signature lines, white space, CC and BCC,
and actually edit real life e-mails for readability and simplicity!
With Difficult Customers, Questions and Questioners
Are you on the front line or firing line? Are you forever on the
hot seat at work? Are you forced to handle difficult questions from difficult
questioners? Handling Difficult Questions and Questioners fortifies
you with proven strategies to respond to hostile questions, hostile questioners
and volatile situations you will inevitably encounter.
Are you ready to form the team? Join the team? Lead the
team? Learn the keys to effective team building. Understand how shared
objectives can lead to shared success. Learn effective ways to form,
motivate and lead teams for maximum effect. Identify common obstacles
to team building and how to overcome them.
Whether you're a V.P., manager, director,coordinator, teacher, coach
or parent, you are a leader. ORCHESTRATING LEADERSHIP teaches you to
become a more successful and effective leader. In ORCHESTRATING LEADERSHIP,
an interactive program involving music, we inventory your current leadership
skills and proclivities,and demonstrate how in every role and situation
there is a "leadership" response. By understanding the components
of effective leadership you become better able to lead.
Lighter Side of Customer Service (AKA Help Desk Humor)
Call centers, help desks and customer service departments are high-stress
environments. Yet there's humor to be had. We look at the lighter side
of complaints, customers and customer service. Whether writing service
haikus or role playing cranky calls from cantankerous customers, he and
she who laughs, lasts!
Read them here.
Craig's customer service products allow you to dig deeper!
Buy them here.