Margie Seyfer - Impact Presentations

Lip Service 01
3.74 MB — 85 seconds

Lip Service 02
4 MB — 94 seconds

Telephone Customer Service 01
2.6 MB — 56 seconds

Telephone Customer Service 02
6 MB — 138 seconds

Lip Service 01
1.2 MB — 97 seconds

Lip Service 02
796 KB — 62 seconds

Lip Service 03
473 KB — 35 seconds

Lip Service 04
336 KB — 25 seconds

Attitude is Infectious
7.2 MB — 165 seconds

Margie Seyfer in Action
1.1 MB — 95 seconds

Click links to view in-depth course descriptions

Attitude is Infectious Lip Service People Skills

Calming and Retaining Angry Customers

Attitude is Infectious
Conference keynote address

This keynote is designed to inspire, motivate and send your people home with techniques for energizing their workplace. When scheduled at the beginning of your conference, your people will greet each other with a phrase from this keynote throughout your conference. The original stories, examples and exercises shared with your conferees will have an “eye opening” impact on those whose goal is to become more effective and harmonious with others.

One hour keynote:

Introducing a theme to carry throughout your meeting
New techniques for energizing your day & those around you
Managing one’s mouth—speaking in terms of what is rather than what is not
Getting a handle on anger. One simple slogan that calms.
Face examination and translation
Accepting and projecting greetings - Heartwarming stories of how we affect each other
Bringing a co-worker out of a funk—the roll in and bubble posse (optional)
How to make laughter a part of your corporate culture
From Attitude to Zeal—26 insights for energizing your life.

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Lip Service
First Class Telephone Skills

These companies have benefited from Margie's ability to tailor telephone skills training to their specific needs. Click on automotive and parts for a sample course outline.

State Farm
HBO
Frontier Airlines
Dish Network (Echostar)
Hewlett-Packard
Aveda Spas and Salons

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Clients

Power Up Your
People Skills

What if after talking to a complete stranger for five minutes you were able to determine what their driving force is? Would this power with people help you in hiring, selecting leaders and interpersonal relationships with co-workers?

Each of us has a particular behavioral pattern - a distinct way of thinking, feeling and acting. Few of us, however, understand the power of our behavioral style and how it interacts or conflicts with others. Participants will complete an electronic (on-line) profile or a Profile Preview^© to get a whole new switched-on awareness of themselves and others. A DVD of the four personality styles speaking directly to the participants as to their needs and expectations plus a 45 minute humorous overview of the four styles enhances the learning.

YOUR PEOPLE WILL LEARN HOW TO

Work together more effectively, understand themselves and others
Capitalize on their strengths
Identify what triggers stress in themselves and others
Increase their appreciation of different work styles
Anticipate and minimize potential conflicts with others
Avoid unthinkingly triggering fears and anger in co-workers & customers
Interact more confidently with
co-workers and customers
Be a more effective manager

KEY OBJECTIVES
Team building
Boost positive communication
with co-workers and customers
Expand knowledge of different behavioral styles and ways to identify their needs and expectations
Learn powerful people reading skills your people can use their whole life long
Create a healthy work environment and improve co-worker attitude and tolerance of others

This program includes a 45 minute fast-paced humorous overview of each of the style strengths, weaknesses and fears and how we can better communicate with each other based on these tendencies.

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Clients

Calming and Retaining
Angry Customers

Everybody gets angry! It’s a normal emotion. The way we handle customer complaints and outbursts of anger can make the difference between either losing or retaining the customer’s business. This training provides an understanding of what triggers anger in customers and what customers really want when they are upset. Business specific real life scenarios give participants an opportunity to skill practice calming themselves and upset customers.

YOUR PEOPLE WILL LEARN

What causes customers to become angry
Why customer complaints should be encouraged
Their level of effectiveness through a “Personal Anger Attitude” survey
When a refund/restitution is justified
What it’s like to be singled out, picked on and yelled at—Marshmallow activity
The seven things angry customers want from service providers
The very first thing to do when someone “blows up”
Six tips for maintaining control when under fire
Six steps to calming the angry customer
Strategies for managing the swearing customer
How to eliminate escalation to the third level of customer anger
Active listening—it’s hard work but worth it
How to implement the feel/felt formula
To identify weak words that trigger anger
How to use the five “W” words to uncover the real problem
How to create empathy statements that calm
Why saying “I’m sorry” is required even when it is not your fault
Why it’s important not to blame shift
Three forbidden phrases never to use with angry customers
Whether the customer is worth saving
Emotional first aid to help us quickly recover—8 “get real” questions
From real life scenarios—skill practicing elements of calming, implementing and providing resolutions
It’s always about our attitude

WHO SHOULD ATTEND:

Everyone in your organization who has any contact with customers

LENGTH OF PROGRAM:

Three hour AMi approved course
Recommended in conjunction with Lip Service: First Class Telephone Skills