Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.


Motivating Employees To Be Their Best

The basic premise of this program is that motivation is not something you do to others; people motivate themselves. This program is not about traditional extrinsic motivation techniques such as rewards, incentives, salary, etc. These use a carrot or stick approach that tries to get employees to change their behavior based on external factors. This program is about helping managers and supervisors create the appropriate climate that fosters positive feelings and eliminates obstacles, then employees will be intrinsically motivated. The three elements of this type of climate are community, influence and openness. The program focuses on providing the skills and techniques you will need to help groups develop a sense of community, to acquire influence over their work-related actions, and to enjoy the openness of shared information and feelings.


The Foundation of Motivation

  • The Foundation of Motivation
  • Fostering Motivation as a ManagerGoals
  • Encouraging Employees’ Intrinsic Motivation
  • Overcoming Obstacles to Motivation


What You Will Learn

Successful completion of this course will increase your knowledge and ability to:

  • Apply dialog and listening skills that model community, influence and openness
  • Take specific actions to foster trust within a group
  • Model the concept of accountability
  • Identify inhibitors to fostering group commitment and passion
  • Teach a four-step process designed to help groups to learn from mistakes
  • Encourage group initiative-taking
  • Create a group culture of ownership and accountability
  • Identify and apply strategies for dealing with outside pressures negatively affecting motivation
  • Identify and supply strategies for dealing with systems and policies negatively affecting group esteem
  • Match or tailor your leadership style to various employees’ motivation preferences


Workshop Details

  • One-Day  (Including a one-hour post coaching session.)

Who should attend?

  • Audience: this workshop is developed specifically for service / support team leaders, supervisors and managers


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