Multi-touch Performance™

Customer Service

Intro – Multiple Touches…The Follow-Up Factor!

Foundations
·    Changing the Game…Again
·    Hi-Tech / No-Touch: Engineering People Out of the Equation
·    Bottom-Line / Top-Line: Running Out of Options
·    Competing Response: When Service Turns to Sales

Approach
·    Strategic Epiphany: Managing Moments
·    Service “Steps”: A Normative (Scripted) Process
·    “Basic Training”: Cartoons and Platitudes
·    Cost-Centered: A Case Study You Know
·    Diagnostic-Centered: Pace & Lead / Match & Move

Obstacles
·    Fear of Failure: In Our Own Way    
·    Managing Tension: Comfort with the Uncomfortable
·    Empathy: A Mile in Their Shoes
·    Silence: Seven Seconds is All it Takes
·    Being Present: Living and Serving in the Now

Communication
·    Purpose: Four Types of Communication
·    NLP: How We Map Our Worlds
·    Rapport: The Effect We Have on Others
·    Listening: Three Levels of Impact
·    Questioning: Targeting Information

Personal Change
·    Strongest Felt-Need: What Do You Want to Improve?
·    Personal Goal Setting: Simple, but Not Easy
·    Peer Pressure: Partners in Change
·    FeedForward: Suggestions for Success
·    Express Lane to Change: What to Stop Doing!