. . . a straight-forward approach to profitability

This unique seminar, designed initially for customer service professionals, is now offered by many organizations to all employees who interact with clients and customers.  Its depth, scope and uniqueness give it universal appeal and application.

Participants leave the seminar having internalized a true attitude of service.  They master the most advanced customer service techniques and adapt them to a wide range of service challenges.  

The last segment of the seminar has them applying these skills to their own specific issues and problems.  This is another of our very practical, business-based seminars!

THE CLIENT SERVICE CULTURE . . . the game plan

Today the greatest advantage a company can enjoy is the reputation of being totally client-focused. Clients know they are valued; clients feel they are special. These clients return and refer more clients.

This enviable cycle continues to be the model for profitable companies. Client-focus becomes an entire corporate mindset, not just an isolated client service department.

Consistent, positive actions and attitudes toward all clients provide a competitive advantage. We provide you with a clear, realistic training plan; we tailor all activities toward your company and your clients. The results are applied enthusiastically by employees and felt immediately by clients.

The opportunity to provide superb client service begins now. We're ready to help you accomplish this!

Lynn Cochrane
President

THE CLIENT SERVICE CULTURE . . . what you can expect

Live an Attitude of Client Service Walk in the clients' shoes See why clients quit; feel the financial impact Realize the value of existing clients vs. the cost of attracting new ones Appreciate each employee as a part of the sales team Create positive, lasting impressions on clients Learn the Actions of Client Services Perform the many positive dimensions of client service Grasp the "do's" and "don'ts" Respond to clients with undivided attention Create new ways to do things better Use the power of old-fashioned politeness and appropriate courtesy

Manage Reactions To Difficult Clients Cool down hot clients Use an apology appropriately Listen, listen, listen Hand off a bad situation before escalation "Bend the rules" when necessary Manage emotions; build self-confidence Turn bad situations into loyal clients Realize the Rewards of Client Service Receive glowing performance reviews from clients Handle less client complaints Appreciate the "real dollar value" of clients Invent new ways to "WOW" clients Feel the rewards from referred clients

THE CLIENT SERVICE CULTURE . . . facts, format, fees

Option #1: "Driving the Client Service Culture"

designed for:	Leaders, managers and assistant managers
how many:	Approximately eight participants per session
timing:	One full-day
process:	The process is geared to coaching leaders to maintain, monitor and manage a mindset of service. All materials are designed to provide tools and approaches appropriate for give specific bankers broad situations.

Option #2: "Living the Client Service Lifestyle"

designed for:	Every employee who has client contact
how many:	Approximately ten participants per session
timing:	One half-day
where:	On site; or we welcome you to our Minneapolis conference facilities
process:	The seminar is up-beat, lively and participative. All activities focus on real-life scenarios prepared from a personalized scouting report with your company.