Elaine Allison
Customer Service Expert
About the Instructor
Elaine Allison is a customer service expert with a proven track record of delivering transformational customer service training programs to organizations around the world. She is currently President of Positive Presentations Plus Inc. and best-selling author of The Velvet Hammer - PowHERful Leadership Lessons for Women Who Don't Golf. As a Professional Speaker, Elaine speaks at conferences and events about the power of reputation management.
After taking Elaine's programs, organizations see dramatic improvements in their Key Performance Indicators (KPI's) and many go on to win customer service awards that are recognized globally in their industries. Employees feel empowered to make a difference to their customers the very next day!
Introductory Module
In this interactive module students will:
- Uncover the dramatic interruption that technology has forced upon customer service levels.
- Discover a unique method to deal with disruptions, especially when things don’t go as planned.
- Uncover the #1 Motivational Factor in today’s workplace, and it may not be what you think!
Module 1 “The 3 C’s of service”
In this interactive module students will:
- Discover 3 secret techniques to deliver incredible customer service that are used by the experts who handle every customer with ease and care.
- Understand the top 5 things that customers really want and keep customers for life!
Module 2 “Internal & External Customers”
In this interactive module students will:
- Identify the difference and importance of their internal and external customers.
- Understand why it is critical to work together on identifying service breakdowns at every touch-point.
- How to avoid negative imprinting within teams, especially when service breakdowns occur.
- Discover best practices for teams to continually learn, grow and seek resolve.
Module 3 “Managing Service Breakdowns & Finding 3rd Ways”
In this interactive module students will:
- Determine their own most common customer complaints heard, and specifically define possible solutions.
- Learn the “3rd Way Method”.
- Discover an amazing technique that only the best service providers use to deal with service breakdowns (even an unexpected crisis), with ease.
Module 4 “Age Friendly Service”
In this interactive module students will:
- Discover the urgent need to understand the impact of how aging demographics are impacting customer service levels throughout an organization.
- Learn about the normal aging challenges such as loss of vision, hearing, mobility, cognitive and even taste buds.
- Determine ways organizations can adapt to ensure they don’t lose this critical customer base.
Module 5 “The Knock it Off Nicely” Technique
In this interactive module students will:
- Uncover the secret word to remove when correcting or guiding customers so they work towards your ideas instead of away from them. (Bonus: this technique works whether it is your customer, boss or colleague).
- Learn a 3 step process to “getting to resolutions”.
- Discover eloquent language for dealing with even the most inflexible or persistent customer.
Module 6 “Managing Conflict in a Non-Confrontational Manner”
In this module students will:
- Uncover the secret word to remove when correcting or guiding customers so they work towards your ideas instead of away from them. (Bonus: this technique works whether it is your customer, boss or colleague).
- Learn a 3 step process to “getting to resolutions”.
- Discover eloquent language for dealing with even the most inflexible or persistent customer.
Module 7 “Dealing with Aggressive Behaviour”
In this module students will:
- Learn why people behave “aggressively”.
- Discover 3 new ways to deal with aggressive behavior, remain calm and in control of a situation.
- Recognize how to remove barriers and how to “achieve resolve