Description: Whether you manage a retail store, a service business or a company with highly demanding clients, chances are good your team has days when patience with complaints is in short supply. With a refresher on how to handle problem situations before they escalate, the staff will be better equipped to keep its cool while the company keeps its customers.

Session Achievements (partial list):
• Understanding what upsets certain customers
• Building rapport from the get-go
• Choosing client-centric phrasing to reduce aggravation
• Listening to what’s on a customer’s mind, and seeing beyond the obvious
• Resetting a conversation after an interaction has gone sour
• Knowing when to escalate a conversation to the next level
• Managing service-related stress

Description: The thought of visiting a dentist or physician can be enough to make some patients sick to their stomachs. Not merely out of fear of needles or drills, but due to their dread of the waiting room. From a crowded and uncomfortable reception area to an onerous check-in process, or from an unfriendly front-desk staff to reams of red tape when it comes time to pay the bill, the microclimate that exists in your waiting room can be sending patients running to other doctors. We’ll look at your symptoms, prescribe a remedy and get your reception staff the occupational therapy it needs.

Session Achievements (partial list):
• Creating a waiting area that exudes welcome
• Choosing colors, music and décor that calm rather than distract and annoy
• Greeting every patient with a smile, by name and with eye contact
• Simplifying check-in procedures to reduce patient frustration
• Keeping patients informed when delays arise
• Establishing a script for answering the phone and for leaving messages
• Putting forth an image of staff unity

Description: Designed for any company looking to improve its customer experience, “Five-Star Rating” guides your team through best practices that will help take them from worst to first. From perfecting phone scripts to finessing email correspondence, dealing with difficult customers to untangling problems, attendees will learn how to deliver customer-service results that ensure client loyalty every time.

Session Achievements (partial list):
• Learning from the pros: what Amazon and Apple do to win lifetime loyalty
• Watching for the pitfalls of the USPS, the DMV and the airlines
• Avoiding the dreaded “words of resistance”
• Turning problem situations into opportunities
• Putting yourself in the client’s shoes
• Mastering the little touches that keep customers coming back
• Thinking pie in the sky: what if time and money were no object?

Description: For a restaurant to thrive in the hyper-competitive arena hospitality, its staff must remain committed to delivering a top-notch experience for all patrons. From food trucks to fine-dining establishments, what entices customers the first time s the cuisine; what keeps them coming back is the service.

Session Achievements (partial list):
• Perfecting the front-of-house welcome
• Making each patron feel like a VIP
• Remembering the regulars
• Building rapport at the table, and knowing when (and how) to move on
• Handling problem situations with empathy and efficiency
• Keeping the table fresh between courses
• Exceeding expectations even when you’re having a rough day

Description: Your online reviews are in the tank and sinking your company fast. In this program, we look at ways your team can address and learn from negative comments online, along with how to ensure they don’t force your business into closure.

Session Achievements (partial list):
• Assessing the impact of online reviews on your business
• Crafting an appropriate response to negative feedback
• Expressing gratitude for positive comments
• Helping your best customers to help you
• Dealing with online trolls and fake reviews
• Using social media to its best advantage
• Turning things around and lifting your company’s reputation back up where it belongs