Take Their Breath Away |
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Leading Take Their Breath Away Service |
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Mentoring: How to Be a Learning Coach |
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Take
Their Breath Away
Imaginative service is different than exceeding
customer expectations. Ask customers what actions would be value added and they will focus on
taking the expected to a higher-level…“they gave me more than I anticipated.” But, imaginative
service is not about addition (a delightful “wow”), it’s about creation (an unexpected “whoa”).
When service people are asked to give more, they think to themselves, “I am already doing the
best I can.” But, if asked to pleasantly surprise more customers, they feel less like worker
bees and more like fireflies. Imaginative service paves the way for a “take their breath away”
experience that can overcome customer resistance to price during challenging economic times.
Stop focusing on the way-too-expensive value-added and go for the stunning value-unique! Take
Their Breath Away is based on Chip’s forthcoming book (with John Patterson) by the same title.
This lively, practical and provocative workshop draws from Bell and Patterson’s fifty-year
combined experience consulting with many of the major companies deemed to be the world’s best
service innovators. Attendees leave with countless cutting-edge techniques and a head full of
ideas for either reinventing or re-igniting the service experience they deliver to those they
serve.
The program can be delivered by Chip, John or the Chip Bell Group trainers. Additionally,
a complete trainer package is available for in-house delivery by your trainers. The trainer
package includes a detailed trainers guide, master file for participant workbooks, assessment
instrument, and a CD containing slides, videos and wall charts. For more details contact me.
Take Their Breath Away Resource Kit
Leading Take
Their Breath Away Service
Imaginative service can occur without great
leadership; all organizations have associates who work to give great service simply out of the
belief that customers deserve their best. But to ensure that the customer experience is
innovative across an entire organization requires the guiding hand of skilled, passionate
leaders. Look behind the scenes of organizations renowned for imaginative service—the ones
with true business growth even in tough times, not just growth through acquisitions—and you
will find leaders whose behaviors and practices nurture the spirit to serve. Based Dr. Chip
Bell and John Patterson’s book, Customer Loyalty Guaranteed, attendees gain insights, instruction
and the incentive to lead associates in delivering take-their-breath-away service. Framed around
a practical formula and laced with riveting great examples, this workshop can jump start leaders’
passion and reset their practices for transforming mediocre service into sustainable imaginative
service.
The program can be delivered by Chip, John or the Chip Bell Group trainers. Additionally,
a complete trainer package is available for in-house delivery by your trainers. The trainer
package includes a detailed trainers guide, master file for participant workbooks, assessment
instrument, and a CD containing slides, videos and wall charts. For more details contact me.
Leading Take Their Breath Away Service Resource Kit
Mentoring: How
to Be a Learning Coach
Mentoring is not a program. It’s a process. Success
calls for creative ways to foster learning, improvement and everlasting experimentation
on-the-job and whenever needed. Today’s mentors focus on creativity rather than
control; on helping people get smart, not just get ahead. Mentoring is a one-to-one
relationship that can be supervisor to associate manager to someone other than a direct
report, or even peer-to-peer. Being a great coach or a leader in the organization does not
mean someone is automatically a great mentor. The skills for a learning relationship are
unique and distinctive. Based on Dr. Bell’s internationally best-selling book, Mentoring:
How to Be a Learning Coach is a fun and powerful one-day workshop that gives
participants concrete perspectives, practical techniques, and put-into-practice tools for
effectively managing employee growth. Participants leave Mentoring able to:
- Understand the mentoring relationship in a new way
- Level the learning field through by developing greater
rapport
- Create a comfortable and exciting learning relationship
- Provide advice and feedback without getting resistance
- Insure relevant focus while transferring knowledge and
experience
- Help protégés become self-directed learners.
Mentoring: How to be a Learning Coach Resource
Kit
Our professional facilitators can customize each program
to ensure relevance to your organization. All programs have several features in common:
they are highly participative, rely on rich, new content (not just "the same old
stuff with new labels"), have options to accommodate scheduling challenges, and
emphasize immediate back-home application. Participants get a detailed workbook,
assessment instruments, and special job aids. Train-the-trainer programs include a
detailed trainer’s guide, a lesson plan, a video, audio-visual tools, wall charts,
and other resources to enable your facilitators to deliver a powerful learning experience.
For more details contact me.
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