Rob wants to make sure that he meets your organization’s specific objectives. These programs can be mixed & matched to make the presentation a fantastic experience and great investment for your organization.

“How to ‘WOW’ Service Excellence”

Every team member has the opportunity to enhance your company’s reputation. When face to face with the customer, each person represents the whole organization. The key is to make sure each interaction earns a ringing endorsement.

With this presentation attendees will learn:

  • What your customers really want
  • Five levels of listening
  • Choosing positive words … our success comes in CANS, not cannots
  • The importance of body language – reading our customers’, and taking responsibility for our own
  • Five steps to turn service breakdowns into loyalty building opportunities
“Remarkable Customer Service requires that every person in your organization understands the Fundamentals of Consistent Unsurpassed Service.”

“How to ‘WOW’ Inspiring Leadership”

People join organizations, but leave managers. To realize remarkable service that results in long term business success, we must treat our team members as our very best customers. Learn how to be a ring master of even the most challenging circus!

With this presentation attendees will learn:

  • The difference between management and leadership
  • Four characteristics of excellent leaders
  • The importance of developing and communicating your non-negotiables
  • Techniques to energize your team to use its discretionary effort to go the extra mile
  • How to involve everyone on your team to identify opportunities to add sparkle and polish to your customers’ experiences
“Average happens by accident. Excellence happens on purpose.”

“How to Wow” Your Team Members: Teamwork Makes the Dream Work

Is your organization a good place to work or a GREAT PLACE TO WORK? Great places to work start with great teams. Great teams are made up of professionals who know that they are successful only by helping each other succeed. When we all do a little, we all get a lot. Light a fire under your team members, don’t burn ‘em at the stake.

With this presentation attendees will learn:

  • Ways to catch each other doing something right
  • How to involve everyone on your team to add polish to your customer’s experience
  • All of us are smarter than one of us
  • Techniques to make your company a GREAT PLACE TO WORK and a GREAT PLACE TO DO BUSINESS
“Teamwork divides the tasks and multiplies the successes.”