Masterclass
CUSTOMER SERVICE MASTERCLASS
by LARRY HOCHMAN
THE RELATIONSHIP REVOLUTION
Closing the customer promise Gap.
“The ability to build and maintain customer relationships is the key to the survival of your business”.
Larry Hochman
“You can’t buy word-of-mouth recommendation or reputation”
Larry Hochman
All workshop participants will receive FREE signed copy of Larry’s latest bestselling book
COURSE OUTLINE
- The search for the unique value.
- The collapse of trust and confidence.
- Closing the promise gap.
- Customers in control forever.
- Get closer, Get smarter, Get ready.
- Building a common purpose.
- Talent, As precious as oil.
- The virtuose way.
Each delegate upon registration will be provided a 2000 word document full of additional descriptions and context for the workshop sub-headings.
This document is the single best way for workshop delegates to prepare themselves in advance.
Moreover, to get a dynamic interactive introduction to the workshop based on ideas in Larry's new book please log on to:
www.amazon.co.uk/Relationship-Revolution-Closing-Customer-Promise/dp/0470687932/ref=sr19?e=UTF8&s=books&qid=126798795=1-9
LEADERSHIP MASTERCLASS
by DAVID TAYLOR
LEADERSHIP BOOT CAMP
LEADERSHIP, & CHANGE MANAGEMENT AND EMOTIONAL INTELLIGENCE
COURSE OUTLINE
EMOTIONAL INTELLIGENCE
..or The Mastery of Human Behaviour is the secret language of business –
enabling an instant understanding of people’s ‘emotional triggers’ to ensure
positive outcomes.
David will share:
- How to build total and absolute rapport with anyone, at any time
- Why your customers hate to be sold to, and when they love to buy…
- How to read anyone in three seconds, or less
- How to know when you are at your very best, and recreate it on demand
- How to remove self-doubt, and control your inner voice
- 95% of people are predictable – they do this…
CHANGE MANAGEMENT
Lead your people to change, through choice. Do that, and your change becomes measurable, repeatable and sustainable. So that you do not keep “doing” change programmes, instead, you “do” your job!
In this session you will discover exactly how to implement:
Cause over Cash (You will make more “cash” as a result)
Clarity over Confusion (Make your organisation effective, not simply efficient)
Choice over Change (You will at last deliver the changes they have always wanted)
Customers over Convenience (Without your customers, you have no business)
LEADERSHIP STRATEGIES
With a new leadership book or theory being published every few minutes in the world, it is easy to be overwhelmed with ever more information, knowledge and data.
David will share The Essentials of being a World–Class Leader - actions you can put into practice straight away.
- The single difference between those who achieve success, and those who do not
- How to set goals that are a perfect balance between “realistic” and “ambitious”
- The Acid Test of Leadership (Do you pass?)
- The three questions you need to ask yourself as a world-class leader (one will surprise you)
- How to earn total respect and loyalty from your people
- The fastest way to make any change
BRINGING IT ALL TOGETHER
This final session brings the whole day together around you as a leader - the changes you will make, and the transformation you will lead.
- A revisit of the main action points
- Your personal action plan
- Making three decisions
- Taking your first action, within 24 hours
- How to ensure that what you do is sustainable
- Attracting allies and connections to your leadership cause
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