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Public Seminars and Workshops June 16, 2010 Creating a Culture of Values and Excellence |
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Program Overview: Did you know that organizations that have a laser-like focus on shared ethical values and customer service are ten times more profitable and actually last longer than those organizations that don't ( research: 8/24/09 Business Week & Crawford International 2005)? This 1-day program about developing a values-based customer service approach to your business is informative, fast-paced and highly interactive, complete with experiential exercises, role plays and individual study. Beginning with a review of quantitative data relative to the importance and value of ethics and values, this dynamic program will provide attendees with 1) new perspectives on creating and using a code of ethics, including the identification of related actions & behaviors and 2) a detailed plan for leveraging shared values in a practical way to direct and drive an exceptional level of customer service. Building on this foundation, participants will be presented with a new level of communication awareness and learn the fundamentals of consumer buying styles, strategic communication, implied messaging and planning techniques that will help them delight customers at all levels and positively drive word-of-mouth. Finally, participants will create a working plan that is tailored to their specific job description that will enable them to immediately apply these techniques and skills. Program Outline:
Presenters: As President of Cooke Associates, Peter Cooke helps organizations focus on three dimensions of success: profits, purpose, people. His professional background includes working with the world's largest outdoor training and education organization as a group facilitator and diversity task force leader, as well as a Fortune 25 consumer products organization as general manager for an international division. He received an MS in Organizational Development at Antioch New England University, a BS in Marketing at Babson College and is a Master Trainer for the Institute of Global Ethics. A professional and seasoned trainer, Paul Donehue has an extensive background in sales, management, customer service and entrepreneurship. Now president of Paul Charles & Associates, a training, coaching and consulting firm, he regularly conducts a wide range of on-site and on-line training programs. In his highly interactive style, Paul relays stories of innovation, perseverance and success, and presents new ideas in a positive manner that inspires participants to build upon strengths while adopting fresh perspectives and a spirit of self-improvement. Program Details:
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