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Love Your Customers & Love Your Difficult Customers

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Give ‘Em the Pickle “Give ‘Em the Pickle works. We will continue to use the training program and we will continue to recognize employees for going out of their way for the guest and each other.”
- Steve Leonard, Vice President of Westmark Hotels

Smile “I looked long and hard for a program to use for the Metro Transit Authority (MTA) here in Nashville. There are hundreds of customer service training tapes out there and none of them seemed appropriate. As soon as I saw 'SMILE!' I knew I had found my program. And when the folks at the MTA saw it - it sealed the deal. SMILE! is now a part of the new employee training as well as the customer service training for all existing MTA employees.”
- David L. Preston, Hospitality Industry Training Director, Nashville Convention and Visitors Bureau

The New Business of Paradigms "I have been using Joel Barker's material for over fifteen years in training and OD interventions regarding leadership, change and innovation. I was very happy to see that the original Business of Paradigms had been updated. There are some things I miss from the earlier version but I'm very happy to see the current examples in the New Business of Paradigms. All in all, it met my expectations and accomplishes the learning points I want to make." -AVP, Associate Training -a Financial Services Company

What to do When Conflict Happens "Using the C.A.L.M. Model, the 100 plus companies of CPrint(r), Certified Printers International, now have a much better understanding of what conflict is and how to deal with it in the work place. The program held everyone's attention and gave us an easy way to understand and remember the strategies and techniques needed to handle workplace problems in effective and timely ways." -Thomas P. Crouser, Consultant, Crouser &Associates Inc

OUCH! That Stereotype Hurts: "Finally, a video that shows the viewer exactly how to respond in moments of diversity-related tension! No blame, no guilt, no conflict – just practical, specific skills that can be immediately applied in the workplace. OUCH! is a must-have and a must-see for anyone seeking to create and sustain a respectful workplace." -Sondra Thiederman, Ph.D., Author, Making Diversity Work: Seven Steps for Defeating Bias in the Workplace

The Clarity Imperative "John single-handedly transformed the way we think about branding our organisation and ourselves as professionals. He clearly hit home in helping us to better present ourselves. John's presentation style is engaging, powerful, memorable, and influential.” -Lander Medlin, Executive Vice President, APPA - Leadership in Educational Facilities

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Love Your Customers & Love Your Difficult Customers

	Duration: 28 Minutes and 11 Minutes Support Material: 1 DVD (includes both the 28 minute program “Love Your Customers” and the 11-minute program “Love Your Difficult Customers”), 1 Action Guide for each program, 10 Pocket Reminder Cards for each program AUD $890.00 Quantity:
Program 1: Love Your Customers Love Your Customers demonstrates that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer. Love Your Customers reminds us that there are no small parts only small choices we make about how to treat our customers. In the end, the role we play is always our choice. It’s a funny and memorable program with a simple and a universal message. So open up your heart and help your company start “Feeling the Love”. Program 2: Love Your Difficult Customers John O’Hurley has certainly seen unhappy customers (and has been one from time to time). More importantly, an unhappy customer may interface with you or your company. Trying to satisfy an unhappy customer can be frustrating and difficult for even the most skilled service person. But all problems are solvable. Not only can you satisfy an angry customer, but also, if handled correctly, you can turn an angry customer into a loyal champion for your company! In this separate 11-minute program, John O’Hurley provides you with four simple steps to help you provide great service to difficult customers. Take Responsibility: Remember that YOU are the company Listen and Confirm: Be sure that you understand their needs Empathize: Let them know you appreciate how they feel Provide Options: Empower your customer with options so that an agreeable solution can be reached

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