E-Customer Service: What It Takes To Keep Customers On The Web
The organizations that will remain in the e commerce game will be those that deliver an outstanding customer experience. Attracting the customer to your website is just the first step. Learn your web customers' expectations, how they want to use your website and ways to keep them from driving them to your competitor.
Take This Job And Love It: Keeping Yourself Fired Up And Motivated About Your Job
In today's stressfull work environment, staying self-motivated about your job is not an easy task. Finding your internal motivators and using them to help you keep feeling fulfilled at the end of the day is one of the keys to loving your job. Learn techniques to help you look forward to every day, balancing conflict demands and avoid burnout.
The HOW Behind WOW! - What It Takes To Provide Exceptional Customer Service
Based on Peggy's book, Customer Service: The Key To Your Competitive Edge, this session shares the three "must have" keys to a successful customer service initiative. It's a practical, down-to-earth look at the three building blocks necessary for superior customer service to happen and how to achieve them in your organization.
Managing and Motivating The Generations
"The times, they are a changing" is a fact of the workforce today. The rules that companies used in managing, motivating and retaining employees of the past are no longer working with all the generations represented in the workplace of today. The challenges of working with veterans, boomers, gen Xers and nexters must be met with creative approaches if your organization is to succeed. Learn the motivators of each and how to make them happen in your organization.
How Do You Spell Success? - R-E-T-E-N-T-I-O-N!
Keeping talented and well-trained employees on board is one of the biggest challenges facing business today. It takes more than money and stock options. Those are a given in many markets today. This session shares advice on how to achieve the five "R's" of retention. Responsibility and challenge, rules and goals, respect, rewards and recognition and revelry are the additional keys needed to keep your employees faithful to your organization.
I Love Complaining Customers!
Anybody can deal with a reasonable customer, but it takes a pro to appreciate and handle the unruly person. Learn why complaining customers are a gold mine of information and how to make every complaint a chance to develop more business from that unhappy customer and to improve your service.
Realizing Your Potential: Making The Most Of You
Living up to your potential in life means reaching your goals and then striving for more. But all of us have barriers that hold us back from achieving this. Learn how to build on your strengths, fake it 'til you make it and take the risks you need to succeed.
The Balancing Act - Can You Really Have It All?
One of the most important and basic elements of high-energy living seems to be balance. Learning to live in balance, allowing time for both work and a rewarding personal life will help bring synergy, joy, enthusiasm and creativity to your life. Learn the mental messages that bring you stress and ways to balance conflicting demands.
Impressions: The First May Be Your Last
In our increasingly competitive environment people make buying decisions based in part by the image you and your organization create. You only have one chance and you'd better make it count. This session focuses on ways to create and enhance your organizational image through appearance, body language, vocal presentation and environment to help you keep attract and keep customers.
The Challenge of Change: Developing a Mindset for Change
The whirlwind of change is not going to go away; experts predict that it will just accelerate. The ability to deal with and manage rapid, incessant change is a key skill needed to move successfully into the 21 century. Learn how to use the skills of flexibility and attitude to develop a mindset for change.
Full Team Ahead: What It Takes For Teams To Really Work
Based on Peggy's extensive work with teams, this session shares ideas on how to make your teams work better. Learn the eight components that are needed for any team to be successful, how to deal with non-performing team members and assessment tools to help you give your organization a teach checkup.
Developing Effective Relationships: Using Style Flex To Deal With Others
Do you ever think, "This job would be great if it weren't for all the people?" Working with, managing and just getting along with others is an important skill in the workplace of the new millennium. Take a fun, interactive look at how to flex your basic communication and behavioral style to help you get along better with others.
People Power - Keeping Your People Fired Up And Motivated
In order to energize your organization, you must also energize your people. Majoring in motivation and coaching is just one of the duties of a leader today. This session focuses on how yo tap into the intrinsic motivators of people and create an environment in which people want to do their best.
Managing and Retaining Your Generation Xers
Too lazy. Too tough to motivate. Too expectant. All common labels for Generation Xers. Yes, they can be a big challenge for organizations today, but they will be most of your future employees. But some of that is a myth. What is the reality? This session looks beyond these labels and takes a highly interactive look at how to manage and retain Generation Xers.
