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Creating customers for life program outcomes:
- Developing high performance and harmonious work teams
- Increased sales results and customer satisfaction
- Increased business growth though an enriched customer experience
- Staff retention and reduced sickies through higher morale and staff satisfaction
- Improved cohesive inter departmental working relationships
- Create lifetime customers
- Increased business growth through referrals and raving fans
"People may not remember everything you say and do but they will remember forever the way you make them feel"
MODULES AT A GLANCE
Module one: Mindset Mastery
(Your attitude determines your outcome)
- The role of personal responsibility and ownership in being successful
- Where our attitude comes from and its effect on our behaviour and results
- The psychology of success how the mind works
- The feel good factor how we must feel good first in order to make others feel good
- Strategies for identifying and changing sabotaging thoughts and beliefs that destroy the feel good factor
For more details on each of the modules please scroll down to modules description
Module two: Creating a Feel Good Culture
(Develop strategies for success)
- Discover the streams of appreciation for staff and customers
- You and your team will develop a feel good culture
- Create strategies to build customer loyalty
Module three: Emotional Fitness
(Managing poor and difficult behaviours)
- How we develop patterns of behaviour and make them a normal part of who we think we are. (our identity)
- How to stay resourceful at all times
- Strategies to overcome challenging behaviours and deliver the feel good factor in every interaction.
"When you change the way you look at someone who you are looking at changes"
Module four: Strategies for Creating Future Success
- The importance of setting goals in all areas of our life
- Overcoming the blockages to success
- Strategies to align your emotional power to achieve your ultimate goals
Module five: The Power of Connection
- Learn how the five A’s will lead to amazing relationships
- Matching and mirroring - a strategy to build rapport in any situation
- The agreement and permission strategies
Module six: Cracking the Needs Code
- Discover the unconscious needs that drive all human behaviour
- Learn strategies to identify your clients needs through observing behaviour
- Develop powerful influencing skills to meet the clients unconscious needs
Module seven: DISC Behavioural Preferences
- Learn about your own and others behavioural preferences
- Understand the different behavioural communication requirements
- Develop strategies to adapt your communication style to meet your clients needs
Module eight: Values Motivators
- Identify and recognize the different internal motivators that influence decision making
- Understand why we all buy, make decisions or take action for different reasons
- Practice strategies to meet the clients individual value systems
Module nine: Developing a Star Team
·Identify the elements of a great team
·Taking personal responsibility for the part you play in a team
·Strategies to best support the team’s overall success
Module 10: Being A Feel Good Champion
·Attributes of amazing feel good champions
·Recognising your leadership qualities and opportunities
·Strategies to promote leadership and champion skills in others
Module 11: Verbal Judo
·Superior strategies to empower yourself and others
·Quality questions to change your life as well as others
·Life changing language strategies.
Module 12: Recognition Food for the Soul
·The benefits of recognition
·Ways to give recognition
·Recognition long term
Module 13: Healthy Self Esteem = feel good factor
·What is self esteem
·Enablers and blockers to healthy self esteem
·Strategies for managing a healthy self esteem
Module 14: Feedback the Breakfast of Champions
·The benefits of feedback
·How to give feedback positively
·How to receive feedback
Module 15: Service Skills that Bond (phone and face to face)
·Communication skills: Greeting, questioning, presenting information, presenting bad news, managing talkative customers and wrapping up.
Module16: Managing Angry and Upset Customers
·Customised situations
·Manage your state
·Strategies for managing the customer experience to create the feel good factor
MODULES DESCRIPTION
Module one: Mindset Mastery
(your attitude determines your outcome)
Mindset mastery is our flagship module, it begins the journey of creating customers for life by inviting your people to step up above the line and play life at a level where they will be the best they can be and consciously convey the feel good factor in every interaction with internal and external customers.
The program draws on best practice tools to create the optimum learning environment. These include pre work and preparation for the training, numerous activities that deliver the feel good factor while creating a shift in perceptions and behaviours. The learning process continues back at work over the next thirty days with habit forming home work to make lasting change.
Participants will learn:
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The value of acknowledgment and recognition in building the feel good factor for both themselves and others.
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The role of personal responsibility and ownership in being successful
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Where our attitude comes from and its effect on our behaviour and results
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The psychology of success how the mind works
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The feel good factor how we must feel good first in order to make others feel good
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Strategies for identifying and changing sabotaging thoughts and beliefs that destroy the feel good factor
Key benefits of this module are:
Team bonding: this program provides an opportunity for all of your people to learn new life skills together, they are on a level playing field with one focus in mind, to create customers and relationships for life.
Staff satisfaction: as a result of having the opportunity for personal growth at work
Increased staff loyalty and retention: because feeling valued is the number one employee need
Less management time required: as staff embrace the principals of personal responsibility and accountability when working with people
External customers reap the rewards: of experiencing service from happy motivated and positive staff
Increased customer satisfaction: that leads to life lasting relationships
Overall improved business results: due to happy internal and external customers
"People may not remember everything you say and do but they will remember forever the way you make them feel"
Module two: Creating a Feel Good culture
When people make a conscious effort to work together harmoniously and support each other being at work becomes more pleasurable and this in turn flows to your external customers. Having strategies to deliver the feel good factor to external customers is essential for all team members in order to create life time customers.
In the program creating a feel good culture your team are invited to contribute and be involved in developing a code of conduct to support a feel good environment. They will work together and decide how they can be even more supportive, respectful and positive in the way they serve, communicate and relate to each other at work. They will also work on strategies to grow and maintain relationships with external customers though using the five streams of appreciation.
Participants will learn:
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The three different service levels" self interest" "50/50" "100%"
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How to develop a code of conduct to support the feel good factor
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How to create customers for life using the five streams of appreciation
Key benefits of this module are:
All team members are on the same page offering a consistent level of feel good service to satisfy the emotional needs of customers leading to long term relationships, repeat business and referrals.
Increased revenue: due to increased repeat and referral business.
Staff performance is increased when people work in a positive caring environment
More committed staff means higher retention and attendance at work which means cost savings on temps and new employees.
Module three: Emotional fitness (Managing poor and difficult behaviours)
For many people delivering the feel good factor and creating a positive customer experience when they are under pressure from an angry or upset customer is too difficult to contemplate instead they are hijacked by their emotions and become part of the problem by being defensive or angry.
Emotional fitness puts us in the driving seat by giving us the power of conscious choice rather than unconscious reactions to dealing with difficult or different personalities. Managing angry and upset customers becomes simple and easy to do.
If you value harmonious relationships then you will value emotional fitness
Participants will learn:
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How we develop patterns of behaviour and make them a normal part of who we think we are. (our identity)
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How to stay resourceful at all times
-
Strategies to overcome challenging behaviours and deliver the feel good factor in every interaction.
Key benefits of this module are:
- Increase your bottom line: with happier and more loyal staff and customers
- Reduces stress levels, sick or down time and the need for management intervention.
- It also increases the feel good factor, customer satisfaction, overall performance and productivity, directly affecting the business results.
Module seven Discover the DISC Behavioural Styles - Understanding yourself and others
The DISC instrument enables the individual to respond to words that are the least and most like them, thus giving them feedback on the behavioural preferences.
This information is designed to improve your ability to understand yourself and others, and thus bring about improvements in your ability to relate to others, your personal effectiveness and your performance.
Understand self (why we behave the way we do)
Understand others (why they behave the way they do)
Improve communication
Improve behaviour flexibility
Improve results through and with others
Improve win/win potential
The DISC is used around the world in many organisations and is a great tool for helping people to gain more respect and understanding for themselves and others.
Great for reducing personal conflict within the team, a fun way to learn about yourself and others and a useful tool when recruiting to help you make the final selection.
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