Program - Customer Service & Team Building

Here's Your Muffin!!
A Customer Service Workshop You Can Really Sink Your Teeth Into!

The simple offer of a muffin, under the right circumstances and the ideal time, made an indelible impression on customer service training specialist, Jerry Posner. In this fun and practical workshop, he uses this experience to illustrate customer service strategies for anticipating and responding customer needs.

Jerry Posner can help you and your staff:
• WOW your guests, clients and customers
• Build and retain more business
• Excel in your industry

Topics include: 
The power of ONE customer, ONE smile, ONE kind act.
Identifying your customers' wants and needs and your motivations for meeting them.
Little things that make a BIG difference!
How to recognize and eliminate conflicts.
Effective verbal and nonverbal communications.
Depersonalization techniques - "S.N.I.P." and "Q.T.I.P."
Service Recovery - turning mistakes into opportunities!
How to set and achieve realistic customer service goals.

Available in one-hour and three-hour formats

The SKILLS That PAY THE BILLS!
How and why to make your customers and clients say WOW!

Without our valued customers, we're OUT OF BUSINESS!

This motivational, entertaining seminar will help customer service providers, in all sectors of the business community, focus on and practice, keys to exemplary customer service... the skills that pay the bills... to keep your customers happy, and create positive word-of-mouth advertising.

Topics include: 
Communications - verbal and nonverbal
Showing appreciation to customers and coworkers
Service recovery - what do you when you make a mistake
How and when to depersonalize
Treating every customer as a valued customer

30 minutes - 1 hour

REACT... or... RESPOND?
The master keys to exemplary customer relationships.

A "master key" unlocks many doors. 

This program focuses on the skills, behaviors and attitudes that create, promote and manage positive relationships with customers AND coworkers.

Suitable for: Account Executives, Sales Professionals, Receptionists, Hosts, Servers, Cashiers,
Consultants, Service Providers and Agents, Telephone Operators, Bank Tellers... ANYONE who has contact with your valued customers (internal AND external), clients and guests!

Also appropriate for managers, supervisors and trainers.

Learn when, why, and how to be less REACTIVE and more RESPONSIVE!

REACT: Instant. No thinking. Habit. Automatic. No consideration of consequences. No conscious choice. Sometimes emotionally charged. Can make mucho trouble!
RESPOND:  Think before you speak. Conscious choice. Consider context, circumstances, and consequences. Communicate and behave based on the results you want!

A sample of topics include:

• The power of ONE (one customer, one apology, one choice, one kind act).
• Identifying your customer's wants and needs, and your motivations for meeting them.
• How to recognize and eliminate conflicts.
• The magic of active listening.
• Clarifying your communications.
• Secrets of depersonalization.
• "Knowing it" vs. "doing it!" - practice, focus and "the magic repetition factor."

Available as a keynote, one-hour program and three-hour workshop.

Customized to achieve your specific objectives; Jerry's signature programs help to build your team, educate your staff and show your employees that you care about their success. These stand-alone programs combine customer service skills, teamwork, communication skills and self-motivational tools into an enjoyable, fast-paced experience suitable for every employee in your business.

Jerry strives to help every attendee recognize the impact of their performance, behavior and attitude... and to provide practical tools for improvement.

Different versions of these programs can accommodate groups as small as three and as large as five hundred!  If team building is a priority, smaller groups (18 or fewer attendees) are recommended for a more personal and interactive experience.

Available as three-hour and six-hour workshops

Click here for a sample outline

On the Front Line

Originally designed for the hospitality industry and restaurants, On the Front Line will help front line customer service providers (cashiers, servers, sales staff, telephone operators, receptionists, greeters) in any business sector increase awareness, improve attitudes and sharpen skills. 

Includes: lecture, discussions, exercises, worksheets, handouts and a really good time!

This program is excellent for chambers of commerce, visitors' bureaus and trade associations to sponsor for their members' benefit.

For any number of attendees.

Topics include:

• Prerequisites for improvement.
• Identifying and solving problems.
• Types of customers and types of service.
• Awareness of cultural diversity.
• Better communications = more success.
• Busting stress and staying centered.
• Setting realistic customer service goals.

Three hours