Customer Service Customer Service Breakthroughs Increase customer satisfaction to create long-term fans and advocates Learn how to effectively meet customer service objectives, exceed customer expectations, and achieve high levels of customer satisfaction. Since each and every contact with a customer is a "moment of truth" for your company, understand your pivotal role in achieving your organization's financial and marketing objectives. Master the skills to treat customers on the basis of their "lifetime value", strengthening relationships and meeting and exceeding standards and expectations. Enable two-way communication to avoid misunderstandings, minimize problems, and collaboratively work out mutually-beneficial solutions. Explore> Telephone Response Master this vital link between customer satisfaction and sales. Prepare yourself with the right response using a proven process that assures customer satisfaction and a positive outcome. Learn to strengthen customer relationships by creating a plan for effectively handling every call, whether a request for information, a question, or a complaint. Gain skills that enable you to answer and respond with confidence, and capitalize on opportunities to up-sell and cross-sell. And learn how to gather valuable feedback and collect market intelligence to enable you to anticipate customer needs and exceed expectations. Explore> Selling Breakthroughs Keep your customers satisfied to create lasting relationships The secret to making a successful sale is knowing what, why, how and when your audience wants to buy. Learn the processes and stages of both buyer and seller simultaneously to understand how to apply sales skills and behaviors that accurately match the buyer's state and motivations. Understand how to use your expertise confidently to positively influence outcomes and meet both the buyer's and your own requirements. A sale isn't over until your client knows that the solution to their business problem is you and your product or service. Explore>

What is the true cost of a bad hire? Companies that succeed and attract the best talent know the importance of hiring the right candidate the first time. What sets certain companies apart from others when it comes to hiring? And what makes certain companies put much more time and effort into the hiring process? It starts with understanding the real cost of a bad hire. The cumulative effect of hiring the wrong candidate can be staggering. Not only can it be a financial burden, but it can affect many different levels of the business. For many business owners, the thing that keeps them up at night is the ability to hire and retain the right people. What Leads to a Bad Hire? Not investing enough time in the hiring process is a leading reason for hiring the wrong people. Who isn’t in a hurry these days? With time continuing to be the world’s most valuable commodity, people have more things to do than time to do those things. So what happens? We start to rush, become impatient, act reactively instead of proactively, and start making careless mistakes. Sometimes checking the box becomes the priority, and when that happens, the real problems begin. Companies that just “check the box” when it comes to hiring are likely going to have recurring problems until they realize the importance of putting the proper time, effort, and planning into hiring the right people. Sometimes a candidate might appear great on the resume and in the interview but turns out to be quite different once hired. Any number of factors can come into play, and the less that’s left to chance, the better. A few reasons employees may not live up to job requirements and company expectations include: They lack the necessary hard skills and soft skills to perform well They don’t have the proper resources required to do their job They aren’t motivated and the duties are not in their self-interests Companies that employ solid hiring practices are usually able to identify these potential obstacles upfront, ensuring that candidates that fall into one of these three categories are not brought through to the hiring phase. The Cost of a Bad Hire All sorts of stats exist on the true cost of making a bad hire. According to research from SHRM , employee replacement can cost a company between six and nine months of the departed employee’s salary. If this number is remotely accurate, the importance of hiring right the first time is not a luxury, it’s a necessity! Besides the quantifiable salary-related statistics, others costs pertaining to a bad hire are not always seen on a business's annual profit and loss report. In many ways, these effects are not entirely tangible. Bad hires affect companies financially, structurally, and motivationally. Think of the time spent sifting through resumes, interviewing potential hires, and training new team members. To understand the cost of a bad hire, businesses must think of the big picture. It costs time and money to find a decent candidate, bring them in for an interview, perform background checks, and onboard them. This process often pulls managers from daily duties, resulting in fewer hours remaining to accomplish other tasks. Once the candidate is on board, more managerial hours are spent training the employee on all the aspects associated with learning the job. Then there’s the trickle-down effect; a problem much bigger than the failure of a single employee. After spending money and resources to fast-track an employee, the employee starts to fail. The employee comes into work disengaged and unmotivated , pulling down other coworkers, diminishing overall company morale. If this employee is customer-facing and projects their negative attitude outward, the company runs the risk of losing loyal customers who decide to take their business elsewhere. At some point, the company realizes the employee is not a fit and decides to cut the cord. The entire selection process must start over again to re-fill the position. This could all have been avoided with stronger hiring practices. Want to better understand the cost of a bad hire? Conclusion The cost of a bad hire is higher than most people may realize and the repercussions can linger long after the employee leaves the company. Since hiring the right person the first time is the goal, how can a company improve its chances of successfully doing this? If more business owners, hiring managers, and talent professionals truly understood the cost of a bad hire, there’s no doubt that more time, effort, and resources would be used upfront to be sure the right person is hired for the right job. Using resources such as job benchmarks , assessments and the expertise of talent management professionals (such as consultants and executive business coaches) can be the difference between success and failure. Calculate the cost here>

Individual Development "Personal development - the never ending chance to improve not only yourself but also to attract opportunities and affect others." - Jim Rohn Working Sm@rt + Outlook Take control of your workload and competing priorities. Receive practical hands-on skills instruction to help you a bsorb proven techniques for a total time-m anagement solution. Integrate communications, tasks, activities, planning and apply the WorkingSm@rt® method using Microsoft Outlook. Explore> WorkingSm@rt + OneNote Make collaborating with your team as easy as 1-2-3 The key to success lies in the ability for teams to work together without the constraint of being together. Whether the challenge is virtual, where geography is the issue or the reality of team schedules not lining up. Now it is possible to collaborate in a way that maximizes flexibility and minimizes the places you need to look to find key information or data. Explore> Working Smart + Teams Effective teamwork, collaboration and communication At some point, every team feels a disconnect in collaboration and communication, but if it's a lot of the time, then you and your team n eed a road map to improve the process and get better results. Explore> Selling Breakthroughs Keep your customers satisfied to create lasting relationships The secret to making a successful sale is knowing what, why, how and when your audience wants to buy. Learn the processes and stages of both buyer and seller simultaneously to understand how to apply sales skills and behaviors that accurately match the buyer's state and motivations. Understand how to use your expertise confidently to positively influence outcomes and meet both the buyer's and your own requirements. A sale isn't over until your client knows that the solution to their business problem is you and your product or service. Explore> Project Planning Breakthroughs A proven process that can be immediately understood and implemented by your whole team Regardless of the diversity among people, locations, departments, or disciplines involved, this program provides a streamlined overview of the basics, while focusing on a vastly improved methodology to meet the rigorous challenges of developing a project execution plan. Explore> WorkingSm@rt from Home Maximizing productivity in a remote working world Our World is changing. Success in a remote working environment requires individuals to use a shared set of communication, collaboration and planning processes and tools that are far more refined and defined than in a non-virtual workspace. Explore>

Priority Influencing

Project Planning Breakthroughs

Dynamic Communications "Communication is not about speaking what we think; Communication is about ensuring others hear what we mean" - Simon Sinek The Challenge: Have you ever wondered why you just don’t “click” with some people? Chances are, their behavior style is different than yours. They look at life differently, they think differently, consider different things important and are motivated by different factors. You can either withdraw from these people and argue or ignore them, or le arn to understand the way they are, accept them and tap in to their strengths. The Opportunity: Trust, co-operation, understanding and acceptance are the key attitudes to strengthening your organization and making it more productive and competitive. Understanding your behavior style and the styles of those you communicate with, will go a long way towards building your team, improving customer service and assisting you in sales and negotiating. This material can have just as much impact on your personal life as well. The Learning: The foundation of this interactive workshop is the DISC Personal Profile. This self scoring, computer generated behavioral assessment is a road map to interpersonal communications - one that has been proven effective by over 20 million people. Participants will utilize the information in this session to: Identify their own behavioral style Capitalize on their strengths Increase their appreciation for different behavioral styles Anticipate and minimize potential conflicts with others Learn how to adapt their behavior for increased understanding and communication Learning is augmented by role playing with team building, customer service and sales scenarios. You will be light years ahead of the competition with your new ability to understand others! The Golden Rule: “treat others as you would have others treat you” The Platinum Rule: “treat others as they wish to be treated”

Priority Manager Supplies Online Shop Telephone Ordering - Customer Service 1-800-437-1032

Communication/Information Management Priority Influencing How to build relationships for results Master the skills to positively affect the outcome of all communications. Acquire leadership skills by learning to clearly read each situation, ask the right questions, listen well, understand the issues at a deeper level, and communicate with confidence. Achieve your business and personal goals by honing your human interaction and leadership skills. Explore> Dynamic Communication - Conflict Management Have you ever wondered why you just don’t “click” with some people? Chances are, their behavior style is different than yours. They look at life differently, they think differently, consider different things important and are motivated by different factors. You can either withdraw from these people and argue or ignore them, or learn to understand the way they are, accept them and tap in to their strengths. The foundation of this interactive workshop is the DISC Personal Profile. This self scoring, computer generated behavioral assessment is a road map to interpersonal communications Learning is augmented by role playing with team building, customer service and sales scenarios. You will be light years ahead of the competition with your new ability to understand others! Explore> Thinking Strategically Thinking Strategically - Unlock your company's full potential! Unlock the power of strategic thinking to drive your organization toward success. Our 2-day facilitator-guided process will help you define your company's mission, vision, values, and purpose. Through this strategic journey, you'll identify strategic goals and initiatives; it will ensure that your entire team is aligned with a clear and compelling direction, and you will gain insight into your team members' behavior styles for enhanced collaboration. Explore>

Working Sm@rt using MS Project

Negotiating Breakthroughs

Working Sm@rt in a Hybrid World

Telephone Response