©Holly
Stiel 1998
SEMINAR
OUTLINE
In
this fun and stimulating seminar, Holly shares "The Neon
Signs of Service," the simple and profound wisdom that
she learned on the front line and has immortalized for others
to use. Participants will walk away with skills they can apply
immediately. The power in this seminar is not only in the
original material, the enthusiastic delivery, and interactive
format, but in the credibility of it – participants recognize
that they’re learning from someone who has shared their
experience.
SEMINAR
CURRICULUM INCLUDES:
Psychic
Salary™ - (The other paycheck) Everyone will answer
the key question, "What benefit does serving hold for
you personally?" Learn how serving others serves you
and the importance of knowing that "Who You Are Makes
a Difference."
The
"ME" Sign – Learn to accept what IS, and
recognize people’s real agendas. Learn the four human
needs behind the business needs.
Staying
in Touch with the Challenge – It’s easy to be
nice when all is going well, but the real challenge in service
is in learning how to deal with that small percentage of customers
that trigger negative emotions and cause us to act out in
anger, frustration and annoyance.
Being
Right is the Booby Prize – Learn the traps of being
right, and how this subtle interaction causes everyone to
lose.
Power of Choice and the Elements Within It – Notice,
Name, Choose. In order for any change to occur, awareness
is the first step.
Keep
Dancing – Using dance as a metaphor, attendees are
taken on a journey through their rhythm at work. What breaks
it? How do you get it back?
Human needs and business needs – In a fun and interactive
way, attendees discover the human needs behind the specific
business needs they are asked to perform.
Finesse versus function – Through costumed role plays
that are both fun and memorable, attendees experience the
subtle yet powerful difference approaching service as an art
form offers.
Wings
of No™ - There are times where "Yes" is
not an option. In those cases, it is important to be skilled
in the gentle art of making "No" fly. Attendees
learn how to do that by applying the "Wings of NO."
The
Art of the Apology – Knowing when and how to apologize.
The way to get an "A" in customer service –
Agree, Apologize, take Action and Appreciate – is an
art form.
Bring
Your Sense of Humor to Work – There is incredible
humor available to people who work in the service industry.
Learn to look for it, cultivate it. Start your own humor journal.