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Delivering Outrageous Customer Service

Read a testimonial from Cannor Nursery to find out how Roy's seminars and workshops can affect both your bottom line and your team spirit.
Read a testimonial from Buy 'n Fly IGA, in Labrador City, NF, to show how Roy can help you re-invent your Image and Brand here.

Q & A's for the “Delivering Outrageous Customer Service” Workshop

Q	How did the “Delivering Outrageous Customer Service” workshop originate?
A	During my 5+ years of delivering workshops across Canada, the 2 most consistent requests have been “How do I deal with difficult customers?” and, “Where can I learn the basics of good customer service?” This workshop is the response to that request.
Q	What is the “Delivering Outrageous Customer Service” workshop?
A	It is a 3 + hour workshop that teaches the basic fundamentals of customer service. It covers: Part 1: Major Attitude Session for owners and employers (1st half hour) covering: Do they love what they do? Do they love people or do they belong in a cubicle? Are they in a rut? Are they working here until they get a REAL job? Do they know how they are affecting their colleagues and their customers? Are you a professional? This portion challenges the audience to ponder their life in the “Customer Service” arena. It challenges the “fence sitters” to make up their mind where they should be. It can be either exhilarating or a sobering experience depending on their attitude. Caution: Some may conclude “Customer Service” is not their cup of tea. Part 2: Fundamentals of Customer Service Hello, welcome to. . . 1. Using and Remembering Names 2. Making Conversation 3. Avoiding the dreaded “May I help you? You don’t have a second chance to create a first impression 1. Making your first impression a memorable one 2. Simple ways to “Wow” Customers 3. The K.I.S.S. strategy 4. Intuitive body language 5. Going from Serving to Helping 6. Dealing With Difficult Customers 7. How to neutralize the emotional situation 8. Simple phrases to get the customer on your side 9. What to say when you can't deliver on time 10. Closing moments of the conversation Engineering the Customer Experience 1. The choreography of “Wow” 2. Where to begin? 3. Who does it well? 4. Power of Words!! Part 3: Brainstorming Sessions This is the most dynamic part of the 3 + hour event, which could last a full hour, since each sector group will have 3 problems to work on, time permitting. It proceeds as follows: The group is divided into like sectors ie..office employees, retail sales, inside sales, etc… with one person as the spokesperson for the group. Each sector is presented with a particular customer challenge that might occur in their sphere of influence, ie… an irate customer calls into a service provider, very angry about a perceived service breakdown”. The sector group get together and offer a step-by-step solution to the challenge. Each sector group gets the opportunity to present to the group as a whole, their input as to the solution, and then the group offers insight. This powerful session covers the constant request from past workshops, “How do I handle difficult customers?” and allows everyone to contribute to the process
Q	Who should attend this workshop?
A	Business owners, managers, employees (part-time and full-time), receptionists, bookkeepers, basically anyone in your business who is in contact with customers. In today’s marketplace that means practically everyone. If you are a business owner or manager, it is imperative that you attend with your employees, as your presence during the attitude session, and the brainstorming sessions will allow you to help your employees gain confidence in their abilities. If you are a seasoned professional, then this could be a refresher course on areas you may have forgotten, and the brainstorming sessions will give you greater insights. We all need to be reminded from time-to-time on the proper etiquette in dealing with customers, and this workshop reminds us how to treat our customers, and earn their loyalty.
Q	Why should I attend this workshop?
A	For the following reasons: You will enhance your skills and your ability to handle customer problems. You will become adept at recovering customers who may have slipped through the racks. You will become a more confident person while dealing with customers You will enhance your professional ability.

Testimonials

February 24, 2009
"Roy’s session with our Teams re-energized them and instilled a sense of pride in doing professional work. There was a switch that was flipped for many our employees – For the first time, they saw themselves as impassioned professional sales people, doing professional work, rather than Garden Centre floor staff. Comments from the group included “Wow, I can hardly wait for my next shift, I just want to get out there and connect with our customers!”
Leanne Johnson, General Manager
Gardenworks, (8 retail locations) Burnaby BC

Nov. 11, 2008
“Thank you again for an informative, motivating, and not least, entertaining evening. All of our staff enjoyed your presentation and feel they learned something relevant to their position/experience. The timing was great as we move into our busy xmas season – we will look forward to your updates on customer service!”
Carol & Bill Ormiston / Parksville Home Hardware
Parksville BC

(Jan 07) Roy was the icing that finished a strategic review process our firm engaged in this fall. Throughout the fall the firm involved the whole team in a strategic assessment of our services and operations, as a result three needs areas were identified: enhanced customer service, enhanced communications and improved utilization. Roy was able to hit the nail on the head with his straight shooter approach and helped us discuss barriers to implementation. At the end of our half day session we came away with more appreciation for each other and a list of action items. We help client’s with teaming and strategic planning but as with many businesses find it difficult to be objective within our own organization. Roy’s half day session helped us, help ourselves. The day was meaningful, entertaining and results oriented.
We would highly recommend Roy as a facilitator for organizations who require team building or customer service booster session.
Many Thanks
Team Mason/Dean Mason and Co.
Chartered Accountants, Prince George, BC

BC Furnace Service (June 06)(.pdf)

Hello Roy,
I am sure you meet hundreds of people throughout your course of seminars but you held a seminar in Terrace, B.C. and I had spoke with you briefly while there.
I have to say that I've been to a few seminars that seemed more like rah, rah sessions but I took alot from your seminar in the fact of not just seeing what the client wants but the fact of how I present myself to my clients is showing to be a large part of my success. Truth, honesty and really understanding what they want and need in real estate is working for me. I have also learned to manage my time better in the sense of having a true calendar and sticking with it. I find that if I don't seem desperate to get business, clients seem to look at me more in a professional manner.
I thank you for your excellent information that I took from your seminar and I only see good things in my future!!!
I have 8 sales completing in the next month, 5 new listings in the last 2 weeks and more to work on. Yes life is good. But I do have to remember the roots of where I started in that when business is good, there is still ways of drumming up business to make sure the "bad" times are not depressing.
I hope things are well with you and I look forward to another seminar if you come back this way.
Bye for now and have a great day!!
Sincerely,
Shannon McAllister
Royal LePage Terrace

October 31st ,2005
" On October 27th, 2005, we, at the North Red CFDC and our gracious sponsors engaged Roy Prevost to deliver 2 presentations to our business community.
The first event was a 2+ hour workshop in the afternoon to 50 of our local business owners and employees entitled “Delivering Outrageous Customer Service”. It was a fact filled, action oriented seminar that all the participants found to be practical and very useful. As one of the business owners indicated, “The time flew by, and I wish it could have been longer”.
The second event was our annual Business Achievement Awards Dinner. Roy delivered a humorous, hard hitting, emotion filled 45 minute keynote. The response to Roy’s keynote entitled “Customer Service Activism” was a well deserved standing ovation.
We were thrilled with Roy’s excellent presentations, and we would highly recommend Roy as both a workshop facilitator and keynote speaker to any group who require a strong passionate message of hope and confidence!"
Sincerely
Peter Mandryk
Manager
North Red CFDC

Read other testimonials about this workshop here.

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