This free TeleSummit brings together the top people in their fields to
help you kick-start your business. It is the perfect conference if you
are just launching a business or need to jump-start an existing
business.
Xtreme Customer Care from A to Z...
...Individualized Customer Service training modules targeted to specific issues for businesses in the 21st Century.
Hi, I’m Heidi McCarthy, and I’ve worked in many different environments from large corporations to waitressing, to running a small business to being a solo-entrepreneur. Since I am also a consumer of the goods and services from all these different types of businesses I’ve seen how businesses operate from both sides.
I’ve seen the holes, missed opportunities and outright ‘bad’ customer care. That is what drove me to create “Winning Over Your Toughest Customer”. And it is what led to the development of this modular training program.
There is hope for you and your business. Often times it is simply a lack of knowledge or understanding that causes you to not meet your customer’s expectations. I will help you identify your client’s expectations. Show you how to look through your client’s eyes to see your business as your clients see it – in person, on the phone, on the internet and more. And I will help you tweak your business to be that best that it possibly can be.
This training is broken down into 6 unique, stand-alone modules. That gives you the opportunity to pick and choose the training that will be most beneficial for you and your team. The classes are going to be kept small so that I can give you the personal attention you deserve. The modules are:
Module 1 – Customer Service 101 Anticipating Client's Wants and Needs Before They Ask (Understanding Client Expectations)
Hi, I’m Heidi McCarthy, and I’ve worked in many different environments from large corporations to waitressing, to running a small business to being a solo-entrepreneur. Since I am also a consumer of the goods and services from all these different types of businesses I’ve seen how businesses operate from both sides.
I’ve seen the holes, missed opportunities and outright ‘bad’ customer care. That is what drove me to create “Winning Over Your Toughest Customer”. And it is what led to the development of this modular training program.
There is hope for you and your business. Often times it is simply a lack of knowledge or understanding that causes you to not meet your customer’s expectations. I will help you identify your client’s expectations. Show you how to look through your client’s eyes to see your business as your clients see it – in person, on the phone, on the internet and more. And I will help you tweak your business to be that best that it possibly can be.
Thanks again for the great (Keep Customers Coming Back) class.
I will certainly let others know of your services.
Darrell Thompson, Director of Operations (retired), Yavapai Humane Society
I will certainly let others know of your services.
Darrell Thompson, Director of Operations (retired), Yavapai Humane Society
This training is broken down into 6 unique, stand-alone modules. That gives you the opportunity to pick and choose the training that will be most beneficial for you and your team. The classes are going to be kept small so that I can give you the personal attention you deserve. The modules are:
Module 1 – Customer Service 101 Anticipating Client's Wants and Needs Before They Ask (Understanding Client Expectations)
1. Class discussion on what makes up good Customer Service and why it is important.Module 2 – How Understanding Personality Types and the Differences Between Aggressive, Assertive and Passive Behavior Can Improve Your Customer Service
2. Smile when the whole world is frowning.
3. Customer Retention and Loyalty and their significance
4. Class discussion – Why it’s important to understand client expectations
5. Walk a mile in my shoes
6. Telephone etiquette
7. Assumptions – class discussion
8. Corporate or industry lingo and acronyms
9. Common sense / common courtesy
1. Class discussion - Why is it important to understand the social styles?Module 3 – Customer Centric Email Communication
2. The Social Styles
a. The Analytical
b. The Driver
c. The Amiable
d. The Expressive
3. Roll play exercise
4. Class discussion - What do you think the differences are between Assertive, Aggressive and Passive behavior?
a. Aggressive
b. Assertive
c. Passive
5. Role play exercise
1. Class discussion – What are your thoughts on good (and bad) email communication?Module 4 – Customer Friendly Websites and a Discussion on Social Media as a Customer Service Channel
2. Tips for new emails
3. Writing the perfect email
4. The 6 basic reasons to send emails
5. Don't send emails when...
6. Responding to email
7. Keeping email under control
8. It’s not what you say but how you say it!
9. Email and the law – how an email can land you in jail…
10. Before you hit the ‘send’ button.
1. Class discussion - What are your thoughts on making websites customer friendly?Module 5 – Customer Care that the Solo-Entrepreneur Needs to Know
2. Make it easy for customers to find what they are looking for
3. FAQ’s
4. Surveys
5. Class discussion - What are your thoughts on Social Media as a Customer Service Channel?
6. Which Social Media Channels to venture into
7. Basic guidelines for using Social Media in business
8. Business plusses of utilizing Social Media
1. Class discussion - What are your thoughts on Customer Service for solo entrepreneurs?Module 6 – Customer Care for the ‘Front of the House’ – Restaurant Servers
2. Run your business as a “real” business
3. Phones / Office hours / family
4. Difference between your business and IBM?
5. Don’t try to go it alone
6. Corporate Culture
1. Class discussion – What are your thoughts on Customer Service for Servers in restaurants?
2. The economics of the job
3. The value of repeat customers
4. Customer expectations
5. Being yourself, but understanding that there are different social styles
a. The Analytical
b. The Driver
c. The Amiable
d. The Expressive
I just wanted to thank you for the wonderful, informational and
jam packed filled (Keep Customers Coming Back) workshops!
Kathy Kent- Peace Through An Organized Life
jam packed filled (Keep Customers Coming Back) workshops!
Kathy Kent- Peace Through An Organized Life
The training is designed so that at the end of it you will have:
Having worked for the past 15 years for a business where I worked from home and 80% or more of my customer contact and research was done through my computer, I understand the importance and the many pitfalls of doing business in the 21st Century.
So what I am offering to you is modularized training that is geared to how business functions today, and is designed so that you can pick and choose those subjects that will be of the most benefit to you and your team.
Each module will run approximately 1.5 hours. The cost for 1 module is $77.00. However, if you sign up for two or more modules, or send 2 or more people from the same company to one module, the price is $67.00 per module per person. An additional 7% discount ($5.00) is available for members of the Prescott Valley Chamber of Commerce and The Winner$Circle. Call 928.772-3262 or email info@ToughestCustomer for more information.
If you are not completely satisfied with the class, let me know at the close of the class and I will happily refund your investment.
To make it as easy as possible for you to attend, the Xtreme Customer Care from A to Z all the workshops are being offered in two locations and at two different times - all on Wednesdays:
Business Assistance Center (BAC – NACOG Office)
After Hours – 5:30 – 7:00 PM
221 N. Marina Street, Suite 101
Prescott, AZ 86301
The Training Schedule is:
August 17: Module 1 – Customer Service 101 Anticipating Client's Wants and Needs Before They Ask (Understanding Client Expectations)
August 24: Module 2 – How Understanding Personality Types and the Differences Between Aggressive, Assertive and Passive Behavior Can Improve Your Customer Service
August 31: Module 3 – Customer Centric Email Communication
September 21: Module 4 – Customer Friendly Websites and a Discussion on Social Media as a Customer Service Channel
September 28: Module 5 – Customer Care that the Solo-Entrepreneur Needs to Know
October 12: Module 6 – Customer Care for the ‘Front of the House’ – Restaurant Servers
1. Improved Customer SatisfactionMost Customer Service training today is still geared to a 1980’s or 1990’s economy. These programs fail to take into account how both businesses and customers have changed because of the internet and email.
2. Enhanced Customer Retention
3. Increased Referrals from Happy Customers and Clients
4. Improved Employee Performance and Morale
5. Expanded Growth for Your Business
6. Tools to Extend Your Customer Service into the Electronic Universe
Having worked for the past 15 years for a business where I worked from home and 80% or more of my customer contact and research was done through my computer, I understand the importance and the many pitfalls of doing business in the 21st Century.
So what I am offering to you is modularized training that is geared to how business functions today, and is designed so that you can pick and choose those subjects that will be of the most benefit to you and your team.
Each module will run approximately 1.5 hours. The cost for 1 module is $77.00. However, if you sign up for two or more modules, or send 2 or more people from the same company to one module, the price is $67.00 per module per person. An additional 7% discount ($5.00) is available for members of the Prescott Valley Chamber of Commerce and The Winner$Circle. Call 928.772-3262 or email info@ToughestCustomer for more information.
If you are not completely satisfied with the class, let me know at the close of the class and I will happily refund your investment.
To make it as easy as possible for you to attend, the Xtreme Customer Care from A to Z all the workshops are being offered in two locations and at two different times - all on Wednesdays:
ORPrescott Valley Chamber of Commerce Office
Lunch and Learn – Noon to 1:30
3001 N Main St Ste 2A
Prescott Valley, AZ 86314
Business Assistance Center (BAC – NACOG Office)
After Hours – 5:30 – 7:00 PM
221 N. Marina Street, Suite 101
Prescott, AZ 86301
The Training Schedule is:
August 17: Module 1 – Customer Service 101 Anticipating Client's Wants and Needs Before They Ask (Understanding Client Expectations)
August 24: Module 2 – How Understanding Personality Types and the Differences Between Aggressive, Assertive and Passive Behavior Can Improve Your Customer Service
August 31: Module 3 – Customer Centric Email Communication
September 21: Module 4 – Customer Friendly Websites and a Discussion on Social Media as a Customer Service Channel
September 28: Module 5 – Customer Care that the Solo-Entrepreneur Needs to Know
October 12: Module 6 – Customer Care for the ‘Front of the House’ – Restaurant Servers
Due to the fact that there are two venues and six modules,
of which you may want to take 1 or all 6;
have one person from a company attend or multiple people,
the simplest way to get your registration is to do it personally.
Therefore, please complete the form below and
Heidi will call you within 24 hours - or the next business day.
of which you may want to take 1 or all 6;
have one person from a company attend or multiple people,
the simplest way to get your registration is to do it personally.
Therefore, please complete the form below and
Heidi will call you within 24 hours - or the next business day.
If you have any questions, please feel free to contact me at 928.772.3262 or Info@ToughestCustomer.com.
To Your Endless Potential!
Heidi
PS: Give me just 90 minutes a week for 6 weeks and I will give you the Tools and Tips to improve your Customer Service, Increase Client Retention and grow your Referrals. The sessions are guaranteed to be informative and fun.