No matter what goods or services you provide, your employees and customers are the essential assets that drive your business. Your success in responding to their needs is dependent on the contribution of each and every employee. Peak Performers helps you develop a consistent, company-wide approach to managing internal and external customer relationships. Our programs ensure that your valued customers will receive the attention they need and the respect they deserve.
It’s all about YOU! (DISC)
Most of us have no idea about the impact we have on our co-workers, bosses, customers and everyone with whom we come in contact. You need to know you so that you create the right impact, at the right time, with the right people, for the right purpose. Designed for employees at all levels, the session offers you the opportunity to know your style and identify specific styles in others. As a result, relationships and communication skills will improve, conflict will be reduced significantly, and you will understand how to work both efficiently and effectively with all people at all levels. In advance of the session, you will complete a self-evaluation that offers in-depth feedback and personal insight to your individual work style. (Full day)
P.O.W.E.R. UP for SERVICE!!
Superior customer service requires continuous improvement along with meeting never-ending challenges. It’s all about going the extra mile and exceeding customer expectations. This workshop is not about the basics of service! It’s an energizer for all employees or just the frontline! The workshop will renew the understanding of providing top-notch service and the value it brings to the firm, their customers and themselves. Lifetime value, core, expected and bonus benefits, moments of truth are a few key topics covered. Participants will take part in 7 individual and team applications. This session reviews the P.O.W.E.R. of all professionals at all levels. Topic is relevant to all employees at all levels. (Half-day)
HOLD ON! Service Driven Telephone Skills
The ability to respond to each and every call with professionalism and courtesy is one of the most important skills a professional can possess. Tips and techniques for positive telephone skills will be the focus for learning. Gain insight to developing rapport quickly, understand telephone standards specific to your organization, along with call transfers, message taking, voice mail, reducing stress/fatigue, voice impact and more! (Half day)
Satisfying Internal Customers…What’s Your Reputation?
The relationship between internal customers impacts the successful delivery of quality goods and services to the end-user, your external customer. This course addresses the needs of all employees who have a customer/supplier relationship within their organization. This program covers front stage/backstage, RATER Factor and it is recommended that a cross-section of employees from your organization attend this session together to practice the internal customer relationship. This workshop opens with a 60-second commercial, kicking off team interaction. (Half day)
It’s Not What We Say, It’s How We Say It!
Communicating effectively requires an understanding of the verbal and non-verbal messages we send and receive when dealing with others. This session identifies those signals (words, voice tone, and body language) that promote or hamper positive human relations. It also includes how to properly handle written communications via e-mail, faxes, and letters. (Half day)
A Difficult Customer = A Loyal Customer
Is your team finding it challenging and unrewarding dealing with difficult or dissatisfied customers? Did you know that the most difficult customers can turn into loyal, long-lasting customers? This three-hour session will assist participants in understanding the behavior of difficult customers and how to deal with them in a manner that brings satisfaction for the service provider and the organization. (Half day)
It’s About Attitude, Your Most Valuable Asset!
Would you like to know some neat attitude adjustment techniques? Do you find yourself asking why you might be cranky? Are the “office victims” getting to you and you don’t know how to rid yourself of the negativity? This workshop addresses the concept of attitude in terms of what it is and how you can get back on track. Included is a self-assessment questionnaire along with techniques in managing our own attitudes, ensuring that we are not infected by those whose attitudes are less than acceptable. “Attitudes are contagious; is yours worth catching?” (Half day)