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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.


SELECTED WORKSHOP DETAILS
EVANS CONSULTING GROUP
Adapting Your Leadership Style to Become an Effective Leader

Adapting Your Behavior Style to Others

As most experienced leaders know, people come in all shapes and sizes.  What works for one employee, in terms of communicating, motivating, giving feedback, etc., may not work with another.  Understanding and speaking to different styles will make you a more effective leader.  In this program , you will assess your personal leadership style, and practice applying new skills and tools  for building connections with employees, running productive meetings ,and enhancing employee motivation.

What you will learn:

  • How to identify  and understand your primary leadership style and what drives you to be who you are
  • The Four Leadership Styles:
    • Dominant: The results-oriented, quick decision maker
    • Influential: The people-person who loves to interact and has lots of enthusiasm
    • Steady: The dependable, loyal team player
    • Conscientious: The detail-oriented, analytical thinker
  • How to leverage your style to build influence, trust, and credibility
  • How to adapt to other behavioral styles to better communicate for more positive outcomes
  • How to impact the perception of how you are perceived by adapting your style

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) to develop an effective self-development leadership plan
  • Maximum 25 attendees
  • Audience: Managers, supervisors, or anyone within the organization that has an impact on service deliery.
 
 
 
 

 

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Automated Logic Corporation AutoTrader.com Biolab, Inc. CareStream Dental CarMax Auto Finance
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 THE IMPACT OF FIRST IMPRESSIONS
"Your Customer May Not Remember What You Said, But They
Will Always Remember How You Made Them Feel"