Maximizing the Customer Service Experience
Maximizing the Customer Service Experience workshop is designed to provide the tools and interpersonal skills for creating loyal customers. All thriving companies understand the importance of creating exceptional customer experiences and know they directly impact the bottom line. These experiences happen one customer at a time, and your employees are the key to making it a consistent reality. Providing your employees and teams with proven tools for improving a customer-driven vision, positive attitudes, and performance effectiveness are vital for short-term and long-term success.
In the Maximizing the Customer Service Experience workshop, your employees will discover:
Patterns of highly customer-driven companies.
What drives human behavior and repeat business.
Simple ways to create memorable and positive experiences.
How to respond to customers with understanding and confidence.
How attitudes are formed and how they can be changed related to creating the customer service experience.
How to stop overthinking and taking negative comments and reactions from customers by turning frustrations into sincere solutions.
How to build rapport and communicate with power.
and much more...
MAXIMIZING CUSTOMER SERVICE EXPERIENCE
“As one of the premier country clubs in North America, we here at Bonita Bay Club pride ourselves in providing the highest levels of service in the industry. As a company, we are dedicated to continuously improving and stretching. Our executive leaders recognize our greatest assets are our people. So we continuously look for ways to invest in them.
In the spirit of seeking out new ways to nourish our people, we invited TJ Hoisington to come and present, “Maximizing the customer service experience“ workshop to our entire team. It was presented in two distinctly different sessions. The first session was limited to upper management and team leaders. The second session was presented to all other employees.
The message was both inspirational, and the content filled to drive attitudes and results. So many actionable strategies were discussed and shared! The training was very well received, and we even discovered some “blind-spots” within our organization that has led to us increasing performance across the board. Even weeks after the workshops it is still being talked about, and as a result, has increased communication (and accountability) across departments. We highly recommend the "Maximizing the Customer Service Experience" workshop!”
– Peggy Taylor
Bonita Bay Club, Director of Human Resources
"We engaged TJ Hoisington to spend time within all divisions of our company assessing the current condition of customer service and its role within our culture. Then to develop training specific to the areas of the desired improvement as determined together by TJ and our leadership team. TJ than led the charge of delivering the training to our ENTIRE company staff, from frontline to Executive Leadership. TJ hit the mark in approach from the very beginning. His approach was warm and engaging, assisting in ensuring that defensive walls were unnecessary as he interviewed, inspected and observed throughout his assessment. His communication was strong as he worked to ensure alignment with executive leadership in the development of the training, prior to delivery. And his actual training was fun, engaging, thorough, relatable and on point. As we surveyed our team our team members following the training, the feedback was consistently positive in all regards. TJ is a great individual that genuinely cares about the people he comes to serve. His effort and execution demonstrate as much in all aspects.
In addition to our employee staff initiative that we’d contracted TJ for, we also brought him out to our Annual Agent Conference to speak on customer service. He utilized the assessment of the house business in helping him to prepare the message for our agent team. He did a first-class job in tweaking the delivery to an audience of business owners. He knocked it out of the park at our Agent Conference! Our agents not only enjoyed and loved the time spent with TJ but found enormous value in how they can better grow their own business."
– Jason Beardall
President, England Logistics
"The customer service training, “Maximizing the Customer Service Experience” that TJ Hoisington presented to my customer service group of approximately 90 participants from three states and of widely varying age groups was spot on!
TJ customized the training to meet our specific needs and then added in his own creative ideas and research on what excellent customer service looks like. He kept his audience engaged and thinking throughout the entire presentation.
When I had several of my reps approach me after the training to thank me for inviting TJ to speak, using words like “validated”, “revitalized” and “amazing”, I knew we’d hit a home run with TJ."
– Cindy Sheehan
Vice President of Customer Service
Alaska Marine Lines, a Lynden Company