Advantage: Engaged Communication

Customer Experience

The Advantage teaches you to be more self-aware of your communication style and its positive and negative impact on the teams around you. It helps you understand yourself and others as it relates to communication: How do you communicate under stress? How do you deal with conflict? What assumptions/judgments do you make? What are your core beliefs and values? How have culture, traditions, expectations, and experiences influenced these, and do you expect others to have the same beliefs and values? How do people perceive you? Do want to be right, or do you want a solution? Once you understand yourself, then we will drill down into understanding others by creating empathy and awareness - truly putting yourself in other people’s shoes and seeing things from their point of view. Only when you have self-awareness can you examine the core behaviors associated with functional and dysfunctional communication. Only when you have this clarity, can you truly begin effective communication, which helps develop stronger relationships. Are you ready to get off the bench and get into the game?

Who Should Attend: Owners, Principals, Managers, TSMs, ASMs, RMs, Comfort Advisors, Selling Technicians, Lead Installers, Customer Service Representatives

Duration: 3 ½ Days

Bold: Advanced Leaderships

Customer Experience

BOLD is an Immersive Experiential Program. Participants are put into challenging situations and get the opportunity to think, problem solve, and collaborate to work their way through the situation, receiving live feedback on real behavior: How do you handle stress, pressure, and change? What do you do when a challenging personality disagrees with your opinion? Are you a leader who strives to control your way through an issue or are you well versed in diplomacy, but struggle with setting boundaries? We all have areas that, when developed, will help us lead and respond better in difficult situations. Participants will gain clarity and realize a deeper confidence and awareness of their own leadership abilities, as well as how to work stronger within teams. This course is designed to make your best even better.

Who Should Attend: Owners, Principals, General Managers, Operations Managers, Sales Managers, Comfort Advisors, Service Managers, Install Managers, Fleet Managers, Fabrication/Shop Managers

Duration: 2 ½ Days

Customer Service Performer

Customer Experience

Consumers often buy based on their customer experience, so it is important to establish a positive interaction from that first phone call. The Customer Service Performance workshop is designed to provide you with the skills, education, practice, and support that you need to go above and beyond for your customers. We want you to leave this workshop with the ability to create a “WOW” experience resulting in customer loyalty.
This workshop is designed to help participants:

• Learn incoming phone call best practices that provide customers with a positive experience.
  
• Master the skills to overcome pricing objections, work with demanding customers, and book calls even when you’re booked solid.
  
• Develop competency, confidence, muscle memory, and understanding of customer sensitivity.
  
• Create loyalty and retention by learning best practices through phenomenal customer service.
  
• Obtain industry-standard tools to help master call handling and booking.

Upon completion of this workshop, each phone staff participant will receive 2 free individual follow-up coaching sessions with call monitoring and quality checking. Both inbound and outbound scenarios will be discussed.

Who Should Attend: Customer Service professionals and those who manage the customer service experience

Duration: 1 Day