The program starts with mystery shopping to provide you with an unbiased review of your current level of customer service. We then talk to employees and customers, review guidelines, policies and procedures, look at processes and go through all the steps the customer does from the time they decide to use you, their experiences and then the post-purchase feelings.
In as little as 14 days you will have a roadmap with specific how-to, real life and practical steps you can use instantly to improve customer service. You will receive an easy-to-read and useable report sharing findings and solutions. It will list specific concerns and then will provide concrete “how-to” steps you can do now. You will also find out how to make it easier for customers to do business with you, how to meet and exceed expectations, how to overcome an attitude of indifference, how to make the workplace a more positive and productive environment and much more!
This is not a long and drawn-out expensive study with a big report that sits in a file and gets dusty. It’s a real life, in-depth observation with practical tips, tools, and solutions to make instant changes … at a fraction of the cost of those larger drawn-out studies.
The agenda for the Customer Service Makeover is as follows: (14 day format, actual time depends on size of the organization and the scope of the project)
Day 1 through 3 – We will act as a “customer” (mystery shopper) and use various services by phone, on-line and in-person. We have an extensive checklist of things to review. We will look at everything from the customer’s point of view, from the beginning of the transaction to the end. This is not meant to point out mistakes by specific employees, but to provide an overview of things that are going well and other areas where improvement is needed.
Day 3 through 5 – Interviews will be set up with various employees and customers to review their challenges, concerns and needs.
Day 5 through 7 – We will review guidelines, policies, procedures, look at processes, advertising materials, systems in place and more
Day 8 through 13 – We will compile all the information and prepare an easy-to-read, step-by-step and practical report focusing on customer service strengths and how to enhance them. We will then look at customer service weaknesses and how to eliminate and/or reduce them. Action steps with how-to suggestions will be provided. We will also look at and provide suggestions on how to improve internal as well as external customer service.
Day 14 – A debrief will be provided by phone or in-person to key people regarding findings. This can also be delivered as a seminar to include the findings as well as to provide tips, tools and solutions to providing extraordinary customer service.
** Please note with some groups we start with an overall keynote, seminar or training session. We also provide a seminar that is videotaped and used as a training tool. This program included exercises that groups viewing the tape can use**
Everyone will also receive:
Remember the only way to differentiate yourself and become less of a commodity in the workplace is through exceptional customer service.
If you want to instantly improve your customer service in as little as 14 days and get a roadmap of real life, practical things you can do now, please feel free to contact me anytime at 703-255-3133 or firstname.lastname@example.org to see if this is for you!
What is an Executive Mastermind Advisory Group?
The Executive Mastermind Advisory Group (also known as a peer advisory board) consists of a facilitated group of peers who challenge each other to create and implement goals, brainstorm ideas and support each other with total honesty, respect and compassion. The ideal mastermind group ranges from six to ten participants. The group is facilitated by a trusted advisor who keeps the group on track and provides additional insight. The members can be a team of peers at work or a group of people from different organizations.
How does the Group Work?
The members of the group meet once a month from four to seven hours depending on the size of the group for a period of twelve months (six month option available) to solve problems, evaluate opportunities and work on personal and professional issues. The members work together in a caring and safe environment and confidential manner. Members of the group help each other to get to where they want to go, give feedback, help brainstorm new possibilities, generate creative ideas and set up accountability structures. The facilitator and the group will provide each member with the tools, support and structure to accomplish their goals and objectives and set up realistic and easy to implement action plans.
Besides the once a month group meeting, Arnold Sanow the facilitator and trusted advisor will meet individually with each member to engage, coach and assist them in continuing their professional and personal development, design a strong action plan, check progress, and ensure accountability. The member can also contact Arnold anytime during the twelve month period with any pressing needs or challenges.
The facilitator and trusted advisor, Arnold Sanow has an extensive background in counseling, relationship building, people skills, human behavior, organizational development and leadership. For over thirty years he has helped individuals, leaders and teams maximize performance, overcome obstacles and achieve success.
Some of the concerns individual members and groups have worked on include; identifying goals, objectives, challenges, concerns, vision, mission, clarifying priorities, planning, developing guidelines and ground rules, best practices, getting along, conflict management, trust, building personal and professional relationships, understanding others, communication, emotional intelligence, everyday interactions, leadership development, strategy development, anger management, stress management, handling difficult people, managing difficult conversations, presentation skills and personal presence, accountability and other concerns to improve their current condition.
Arnold’s role is to create trust and rapport with the group, help the members coach and advise each other, assist the members in creating powerful goals and hold members accountable. He keeps everyone on task and facilitates thought provoking questions and discussions. Also, as Arnold is a subject matter expert in many of the topics discussed he will aid in helping members of the group quickly get the results they want.
By working together, Arnold’s clients find greater balance, success, clarity, productivity, confidence, passion, purpose and peace of mind.
What does a Typical Meeting Look Like?
The investment to include all of the above is from $9,900 per person per year. There is also a six month option for $6,900 per person. This includes the twelve meetings (or six if six month option), the one to one coaching sessions and access to Arnold Sanow between meetings for any pressing challenges, concerns or needs. The minimum size of each group is six participants and the maximum for any group is ten participants. If there are more participants, additional groups will to be formed.
Options: Additional Fees:
360 degree feedback for each person to get insight on how they are perceived (strengths, weaknesses, perceptions etc.) from their peers, bosses, staff, customers and stakeholders. The 360 is accomplished in-person, by skype or by phone. The 360 is done at the beginning of the mastermind/coaching and in some situations again at the end of the yearly mastermind.
Keynotes, Professional Development Programs, Training
Additional programs for the member’s staff or programs beyond the team’s structure are an extra fee. In-depth training focuses on programs in leadership, teambuilding, customer service, communication, presentation skills, getting along and relationship sales.
Mediation – This is a confidential process for resolving conflicts among staff, clients or stakeholders. Participants have the opportunity to talk through their conflicts with the help of a trained mediator. The mediator does not take sides or place blame on anyone. They listen to all participants, ask questions for clarification, identify the real problems and concerns and then assist the participants to develop their own solution to the conflict.