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Customer Service Intelligence (2 DVD set – 28 & 18 minutes)

Customer Service Intelligence® is a comprehensive 2-Disc Learning System that contains everything you’ll need to conduct an engaging Learning Event. Disc 1 – DVD Video Disc) and Disc 2 – CD-ROM Resource Disc). Customer Service Intelligence® addresses three main levels of customer service:

INTERNAL – Productivity increases when employees learn internal customer service skills through “Team Thinking.” Each learner will acquire the core team skills needed to serve each other with respect; which is the best way to develop genuine and long lasting external customer service skills. It’s based on the principal that customer service (good or bad) flows from the inside of an organization and out to its paying customers. The learning points are embedded in the acronym INSIDE Out.

INTERDEPARTMENTAL – Every organization benefits from interdepartmental customer service skills developed through “Systems Thinking.” Your learners will learn the importance of their department’s performance within a holistic system; thus improving the customer service they provide other departments within the organization. The key learning points are taught through the acronym TAG TEAM.

CRISIS MANAGEMENT – Empathy and grace are necessary qualities for all teams that desire the “turn around” skills needed to recover from bad customer service situations. Your teams will learn compassion under pressure, and gain confidence through “Solutions Thinking.” Once they learn how to take the heat of a crisis situation, the everyday service encounters will be a breeze. The acronym HOT SEAT is used to advance the learning points.

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Cutting Edge Communication Series

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Global Workforce Innovator Laura Goodrich, internationally recognized in change and the future of work has helped hundreds of organizations drive positive change with her book and film, Seeing Red Cars. Creating a Mindset for Change with Seeing Red Cars has Laura coaching you through the strategies you need to create an environment of positive change, both personally and professionally.

Creating a Mindset for Change is a self-contained process that spaces the learning over time. You start your learning by accessing a mindtrigger, a bite-sized lesson that is either a video, audio or written lesson that can be completed in 3 to 8 minutes. After you complete the lesson you are prompted to answer a self-reflection question to make the content personal to your work and life. The online coaching is designed to first lead you through the methodology and next to provide you with the needed tools for real change.

Creating a Mindset for Change
Start Seeing Red Cars and focus on what you DO want! We have 3 Online Learning Processes:
The Complete Package (For Leaders)

Everything that you need to lead intentionally and engage your team to create a collective mindset for change. (35 Mindtriggers)

The Personal Package (For Individuals)

If you want an online learning process for yourself or your team members, this is for you. (27 Mindtriggers)

The Starter Package (For Everyone)

The budget option (but still great). (13 MIndtriggers)

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