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Strong Teams/Happy Customers Workshop

Situation:

Only strong teams are smart enough and focused enough to deliver word-class customer service.  Teams that are weak, divided and demoralized simply don’t have what it takes to satisfy today’s demanding customers. They often waste time, money and good will.  And that means loss of revenue and loss of jobs.

Solution:  

• The Boot Camp approach focuses on becoming an even stronger team despite day-to-day challenges, demands and stresses affective even the best workplaces.  Though candid and open discussions, creative problem-solving and group break-out sessions, by the end of the morning, participants will have created a document titled “Our Promise to Each Other.” And everyone will sign it. 
• The afternoon segment will focus on meeting the expectations of today’s customers – all of whom know they can take their business elsewhere if they’re not satisfied.  Through candid and open discussions, creative problem-solving and group break-out sessions, by the end of the afternoon, participants will have created a document titled “Our Promise to Our Customers.”  And everyone will sign it. 

After the session, the team will be better equipped to:

•           Becoming even stronger, united and focused on providing world-class customer service.  Plus the signed “promise” documents make follow-through by the entire team more likely.

Participants will strengthen these skills:

• Develop simple ways to improve the quality of their work life;
• Identify what stresses them in their jobs – and brainstorm solutions to manager those stresses;
• Recognize how day-to-day communication challenges affect their work – and develop new ways to improve how they communication with each other;
• Figure out easy and practical ways to  have fun while working hard;
• Creative ways to celebrate as a team;
• Handle difficult customers calmly and gracefully
• Commit to helping each other, becoming an even stronger team and providing continuously improving customer service.

 Our Approach:

A cost-effective and efficient way to help managers and employees meet the challenges all financial institutions face these days.  Because the boot camp will focus on everyday, real-life work issues, it will be targeted and tailored to the participants’ specific interests and needs.

Instructor:  Susan Mach is a communication coach, trainer and strategist.  She leads communication boot camps at community banks and credit unions.  She has extensive experience working with multinational corporations, global nonprofits, and entrepreneurial start-ups.  She teaches communication skills to M.B.A. students from all over the world at NYU Stern, CUNY Baruch and Rutgers Business School.  She is also the former director of consumer affairs at AT&T.

Schedule and Registration Information

Choose the delivery type that best suits your needs.  Tuition includes textbook (if applicable).
Webinar times are EST.  All other class times are local time.

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