PROGRAMS

Programs

CUSTOMER SERVICE:  WINNING & KEEPING CUSTOMERS

Keeping a customer costs one-fifth as much as acquiring a new one. Exceeding customers' expectations with your own unique value added service encourages enthusiastic and profitable referrals.  Refresh your staff on how to speak the language of customer service and how to project the image of professionalism through grooming and body language.  Use exceptional listening and telephone skills to convey sincerity and enthusiasm.  Learn proven techniques for dealing with upset customers, resolving conflicts and complaints, building trust and winning back unhappy customers.

KEYNOTE/SEMINAR
Lou Kennedy - Business Etiquette
DO YOU HEAR WHAT I HEAR:  LISTENING & COMMUNICATION

Listening is more powerful than speaking. Objective listening helps business and personal relationships thrive. You will move beyond merely hearing words as you learn to interpret the silent languages. Gain insight into your listening style and increase your concentration discipline. Understand other’s needs and earn their trust.

Summary
Listening is more powerful than speaking. Active listening empowers you to hear what others are really saying. Avoid costly mistakes, wasted time, and strained relationships by improving the quality of your listening. Increase your personal charisma using specific communication techniques.

Business and personal relationships thrive through objective listening. You’ll move beyond hearing words as you learn to interpret silent messages. When you gain insight into your listening style and increase your concentration, you’ll understand other people’s needs and earn their trust.

You will learn how to:
  • Value listening as the most important tool in communication
  • Understand the importance of the connecting and bonding process for effective communication
  • Recognize that the quality of your relationship is defined by the effectiveness of your communication
  • Be an effective listener so that you can translate the message and understand the messenger
KEYNOTE/SEMINAR
Lou Kennedy - Business Etiquette
VISUAL CHARISMA:  BUSINESS ETIQUETTE

Negative first impressions are difficult to overcome. “Doing what comes naturally” may not be in your best interest. Remember, you are always under examination. What do others decide when they meet you . . . or see you across a room? Polish your professional image by using etiquette anchors recognized and valued by those looking for standards of excellence.

Summary
“Doing what comes naturally” may not be in your best interest. Your manners and social skills are always under examination in your professional and personal life, and these skills create lasting impressions. In a customer service-driven market, people will continue to do business with individuals and companies who meet their needs and do not offend them.

Negative first impressions are difficult to change. What do others decide when they meet you? Wake up to your picture. Polish your professional image and performance by using etiquette anchors that are valued and used by people who look for standards of excellence.

You will learn how to:
  • Discover the details that make a difference in professional dress and image
  • Create effective “small talk” with five key words
  • Demonstrate impeccable table manners and create a polished business dining environment
  • Discover the message behind your handshake
  • Identify and honor cultural norms that make critical differences in business environments
  • Use the 20-second thank you note to create a positive lasting impression
IMAGE CONSULTING SEMINAR
Lou Kennedy - Business Etiquette
EVERYBODY HAS TO HAVE SOMEBODY: PERSONAL COACHING

Coaching helps you go beyond what you can do for yourself by yourself. When you engage a coach, change is inevitable. A coach provides objective observation and constructive support, helping remove unseen barriers to performance growth. Learn to uncover who you are and go beyond how you limit yourself to what you want to become.

Summary
Personal coaching is a necessary process if you hope to go beyond yourself. When a person engages and accepts a coach, change is inevitable. You’ll discover that what was a barrier to your performance growth is removed with help from a supportive coach.

A coach can move you through what is to what you want. You’ll learn to uncover who you are by participating in a systematic approach to go beyond how you limit yourself. This experience, short and long-term, will propel you into a quantum leap.

You will learn how to:
  • Understand the short and long-term effects and dynamics of personal coaching
  • Give yourself knowledge and permission to go beyond what you can do for yourself
  • Understand how open-ended questions open your mind
  • Participate in the confrontation process without creating resentments
  • Understand how coaches influence your performance
  • Custom-design the incentives which will bring out peak performances

    PERSONAL COACHING
Lou Kennedy - Business Etiquette
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