Topic: Customer Satisfaction

In these tough economic times, customer service IS the difference between success and failure in any business. Dean believes that customers are: REVENUE, REFERRALS, & REALITY.

In Dean’s innovative and thought provoking Cherishing Customers program, front line staff, managers, franchisees, master franchisees and home office staff receive professional customer service training that helps committed franchise systems.

Customer Loyalty, Excellent  Customer Service Customer Relation

These topics and themes are the basis for Shep’s customer service presentations. They focus on how important service is in today’s world. Make your franchise organization a star in your customers’ eyes. Some of the topics in these presentations include Jan Carlzon’s Moments of Truth, Moments of Magic, parallels between selling and service, meeting and exceeding expectations, handling confrontations, building relationships and more. Shep supports all of the concepts with specific “how to’s” that the audience members will want to immediately put into action.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Shep Hyken has created The Customer Focus, a customer service training workshop that is dedicated to delivering outstanding customer service to both external and internal customers. Shep has a number of professional trainers and facilitators that are “approved” to deliver the program

In a competitive environment, great customer service is the most important and most controllable means to distinguish your business. Your ability to quickly connect to customers and cultivate relationships is crucial.

This program goes way beyond the fundamentals shared in most corporate workshops on customer service. Here, Scott will show customer service reps (and the people who manage them) how to create“connection points” to make each contact a unique,
pleasant experience not only for customers, but for the reps themselves. He will also teach your reps to self-motivate, and become conscientious of issues that may be inhibiting their best performance.

Benefits for your Group:
• Learn specific, pragmatic techniques to connect with clients, even in a busy customer service environment.
• Motivate and boost confidence of CSRs and management.
• Bring more humanity and less “robotics” to contacts with customers.
• Learn to cope with angry customers and convert them into customers for life.
• Enhance customer relationships.

Perhaps your franchise organization has held focus groups where customers are brought into a comfortable environment and asked questions? Imagine taking the focus group live, in front of your organization’s executives, sales people, etc. Shep Hyken will host and facilitate a focus group in front of your audience. Shep will learn specific information about your business and industry, learn about your customers, and develop questions to ask them. But most importantly, Shep will open the session up for questions from the audience. Your people will be able to ask these customers virtually any questions they have ever wanted to ask – no holds barred! Shep encourages participation and keeps the program moving with high energy and his own brand of humor. (You might say this is a cross between Phil Donahue and Jay Leno!)

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

This is important to every employee of any business – from upper management to front line employees: Customer service is not a department; It is a philosophy that includes every employee of the best franchise organizations. Everyone has customers! Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior, and building better relationships at work. The front line may service, sell and have the most contact with the “outside” customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct, positive effect on your organization’s customer service/satisfaction program. Teamwork concepts can also be brought into this program.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Positively Outrageous Service; If you aren’t making your customers say WOW!… who is? As Scott gives examples he used personally to build his business…delivered masterfully as a true storyteller…you can feel the buy-in develop! When audiences are laughing…someone is paying attention and that’s when learning happens!  The real payoff begins when they take home how-to ideas that will benefit the bottom line.

From Scott’s first book, the management classic, Positively Outrageous Service, learn the principles used to hire, train, and lead a team to serve outrageously.   Audiences love POS because it’s simple, practical…and fun!

For any given organization or event Rick can target his keynote to focus on one, several, or all of the organizational benefits named below. Each organizational virtue results from the rule breaking model which Rick details in his book, 7 Rules You Were Born to Break.

Communication
When being authentic is supported in any organizational setting over the need to fit in, communication channels open while misunderstandings and conflict decrease.

Innovation
When an organization’s members are supported and encouraged to take chances and engage reasonable risks rather than focusing on avoiding mistakes, innovation can occur.

Teamwork
When individuals are willing to ask for help, overcoming the rule of independence, then teamwork becomes a possibility within a group.

Productivity
When the determination to achieve and reach goals is stronger than the need to remain comfortable, productivity results.

Accountability
Workers who accept their significance within an organization bring accountability to their group and transcend the 5th rule, pretending we don’t matter.

Leadership
When building relationships is valued over the desire to force compliance from others and to stay in control, exceptional leadership emerges.

Integrity
When leaders are willing to risk their approval rating instead of being run by the need to be popular, the integrity of the organization’s vision can be preserved and realized.

Steve Yastrow has adapted all of his topics to audiences in different roles of the franchise universe. Franchisors, area developers, franchisee owners and franchisee staff all have benefited from Steve Yastrow’s focus on identifying areas of opportunity and the action steps needed to reach success.

Each of Steve’s topics will be tailored to fit your event’s schedule and needs. No two speeches are alike. Steve works with clients to adapt his ideas and topics to the specific needs of your event and audience. Each topic can be configured as a keynote or a longer-form intensive, interactive workshop.

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Shep’s latest book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any franchise organization – from one employee to tens of thousands – to focus completely on delivering an amazing customer experience. Shep’s simplistic concept of Customer Amazement is about being better than average, all of the time. The speech builds on some of Shep’s time tested concepts and adds new strategies and techniques.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Create an Amazing Customer Experience that Turns Satisfied Customers Into Customer Evangelists

This presentation is based on Shep’s Wall Street Journal bestselling book of the same name. This speech will take your audience through the five “cults,” or phases, that all franchise organizations must go through to create an experience that turns your satisfied customers into customer evangelists. The audience will be introduced to a concept that leads both customers and employees through five

distinct cultural phases – from “uncertainty” to “amazement.” Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Each time you interact with a customer, your staff or your franchisor, does your relationship with them improve? Steve Yastrow explains how to create strong, sustainable “We” relationships with everyone you interface with as a franchisee —whether your customers are consumers, front-line staff, vendors, fellow franchisees or your franchisor’s  home office staff.

Most companies don’t know how to spot the potential new hires (or even long term employees) who could be running off your customers to the welcoming arms of your competition! T. Scott Gross does!

Scott will teach you how “Service Naturals” are easy to find once you know what they look like. Based on a study of 10,000 very vocal consumers, bosses, and servicepersons, Gross built a psychological profile of the perfect customer service person. Why Service Stinks… and Exactly What to Do About It!

Recruiting, hiring, and training for great service is easy…and fun, once you create an environment that encourages Positively Outrageous Service.