Mentoring, Training and Performance Coaching for Business Supervisors, Managers and Sales Teams
The Foundations of WOW
What is WOW performance? What are the guiding principles and concepts that can transform your organization from average performance to performance that exceeds your Customers’, Employees’ and organization’s expectations? Kimberly shares the critical elements for creating and driving a WOW culture.
Migrating from Service to Sales: Beyond “Customer Service”
Are you wondering how to take your organization from being “customer service” focused to “sales” focused? Kimberly focuses on the behaviors that meet both the needs of your Customers and your organization. More than “soft skills” – the key behaviors uncovered enable your organization to create greater Customer loyalty and increase sales at the same time!
Making Mentoring Matter
Are your Supervisors driving change or are they simply “fighting fires”, handling escalations, distributing reports and attending meetings? Kimberly helps your organization turn your “Super Agents” into true mentors who are the change catalysts for your business.
First Contact Resolution
Are you interacting with your Customers multiple times on the same issue? Are your Customers frustrated because it takes several conversations to get a situation resolved? Are you looking at how to manage, measure and most importantly, mentor to First Contact Resolution? Kimberly defines the behaviors that help you achieve First Contact Resolution and provides you with efficient and effective processes to maximize every Customer experience.
What Does Quality Mean to You?
Is “quality” the responsibility of your QA department or is “quality” owned by your management staff? Kimberly challenges your Leaders to shift their paradigm and implement strategic processes that drive change at all levels of your business. Kimberly will get everyone in your organization in the mindset of driving higher levels of performance so that you’ll be hiring, training and managing to WOW!
Beyond the Foundations of WOW
Do you want you Representatives to be more “professional” and “friendly”? Do you want to develop a strategic performance process that works? Identifying the behaviors that create WOW Customer perceptions and move your organization to WOW is the critical first step. Kimberly explores the vocal, verbal, receptive and information-delivery behaviors that WOW your Customers! She’ll also help your organization understand how to develop your Range of Tolerance™ for these behaviors and how to continually move to WOW performance!
Coaching That Drives Change
Are your Supervisors coaching and coaching and coaching, but you are still seeing the same results month after month? Your Supervisors may be performing the task of coaching, but they are not producing the results of higher performance. Kimberly shares with you how to implement a solid and proven mentoring process that drives change using both Off the Floor and On the Floor coaching.
Creative and Strategic Methods for Driving Change
Are your Supervisors inspiring your Representatives to succeed? Kimberly offers unique and innovative ideas for driving change and experiencing results. Kimberly’s proven mentoring techniques and strategies will help you move Representative performance to the next level.
Motivation vs. Morale
How much time, money and resources are invested in “motivational” activities such as contests and parties? After the food is eaten, the balloons pop and the prizes given away, are you seeing performance change? Kimberly explores how to focus your time, money and resources on the morale of your organization and how to maximize your motivational and incentive activities to enhance morale and take your organization to WOW performance!
Reduce Escalations and Drive Higher Customer Loyalty
Do your Supervisors spend most of their time reacting to and dealing with escalations? Are heated Customer situations looked upon as a necessary part of doing business? Kimberly challenges your organization to approach escalations by delving into the behaviors that typically create or lead to dissatisfied Customers. You’ll discover how to prevent escalations from occurring in the first place and how to turn angry Customers into your most loyal Customers!