Positive Presentations Plus Inc.

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