Presentation Overview
Some people claim that it's a complex process taking customer service to the next level. Jeff Mowatt disagrees. That's why he calls this approach to customer service, Influence with Ease®. This session is designed for business-owners, managers, and team members who want to:
- Strengthen customer loyalty
- Increase spending per customer
- Re-energize customer service mission and focus
Participants learn the Influence with Ease® approach to:
- Shift from reactive 'order-taking' towards proactive business-building
- Increase revenues by 16% with a six-word question
- Move beyond repeat business to create loyalty (there is a difference)
- Prevent customers from defecting just to save a few dollars
- Disarm cynics with your 'grand intention'
- Create trust with anyone in under 30 seconds - even when they're stressed
- Tap the 'humility advantage' to overcome resistance
- Enhance people's perception of you by 12% by using a two word phrase more often (hint: it's not please and thank you)
- Position your ideas, products and services so that people select higher value options
- Break bad news to others without creating hard feelings.
Influence with Ease® applies equally well with external customers or internal co-workers. In this session no one feels left-out.
About award-winning speaker, Jeff Mowatt, BComm, CSP
When it comes to customer service expertise, Jeff didn't just read the book - he wrote it! He's the author of the best-selling business books, Becoming a Service Icon in 90 Minutes a Month and Influence with Ease. He heads his own training company and has written and produced 4 audio training albums. His Influence with Ease® column has been syndicated and featured in over 200 business and on-line publications. Rest assured - you won't be bored in a Jeff Mowatt presentation! With over 17 years as a full time professional speaker, Jeff knows how to engage a group. He has served as the national President of the Canadian Association of Professional Speakers. The International Federation for Professional Speakers awarded Jeff with the highest earned speaking designation in the industry; the Certified Speaking Professional (CSP). Of the over 5,000 professional speakers in the worldwide federation, less than 7% achieve this highest degree of distinction. With a Jeff Mowatt presentation, your team members will learn and laugh. In other words, Jeff transforms a gathering into team-building, motivating experience.
Value-added services
To reinforce his message for an entire year, Jeff provides his client organizations with a series of 24 complimentary Influence with Ease® articles. He also offers a full compliment of consulting services and training tools including: executive retreats/planning sessions, service assessments, books, multimedia CDroms, audio training kits, and weekly 30-second training tips.
- "Jeff's was the best presentation ever!! It will have a very positive impact on me and our organization."
Hannelore Sieweke, Travel Counsellor, La Boutique de Voyages - "Jeff's session revealed how we can implement small changes to create big returns."
Tim Hendrix, President, Esteam/Cleanco - "You captivated the audience from the start and certainly planted the seed that they can easily become industry leaders in customer service. Our members appreciate real world solutions focused to their business and not listening to academic rhetoric. You delivered just that. Congratulations!"
Gary Hamilton, Executive Director, Western Retail Lumber Association - "Jeff motivated all of us to deal with each other and our customers in a professional manner - showing respect and getting positive results."
Andrew Kidd, President, Devonleigh Homes Inc. - "Jeff's session was by far the best customer service presentation that I have participated in. He ensured that all the different areas of our organization were covered in examples and how our roles are important in making our customers feel good about themselves and coming to our facility."
Susan Laurin, Community Services Manager , Town of Okotoks - "Jeff's seminar provided a great start to make the changes we need to make - very helpful!"
Kelly Walsh, Consumer Lender, Chinook Credit Union - "Jeff's session was great. It gives me the motivation and ability to sell myself and our products, and will bring more money into the salon."
Karim Juma, Stylist, Fiorio - "Jeff gave our group a better understanding of what motivates buying behavior and customer loyalty."
Terry Nicholson, Vice President, Clintar Groundskeeping - "Jeff's is a great topic that targets everyone at each level of our organization."
Michel Boucher, Inside Sales, Wesure Weld Support Systems - "This session will make our hotel tremendous. It will provide an attitude adjustment and enhance our guest interactions."
Sam Curti, Guest Service Agent, Days Hotel & Conference Center - "When we apply Jeff's concepts about building trust, we are going to be even better at reception, patient management, diagnostics and delivery of therapy. Everything! From front to back."
Dr. Bruce Andrews, Optometrist/CEO
