Chris Hunsicker - Workshop

Creating Connection - 4 Principles of a Great Customer Experience
In this session for front-line team members we will focus on 4 key principles for creating a customer experience your customers will love. It is designed to focus on those attitudes, behaviors and systems that move beyond customer satisfaction to an emotionally engaging experience that leads to loyalty and advocacy in the marketplace. The four principles are best understood as critical shifts in the focus of everyday execution. These ships are:

• Moving from "Working Hard" to "Discretionary Effort"
• Moving from "Training" to "Engagement"
• Moving from "Fulfillment" to "Anticipation"
• Moving from "Compliance" to "Commitment"

The Power of Positive Leadership; How Managers Effect the Customer Experience
In this session for managers and supervisors we will look at cutting edge research on the key influencers that managers have on employee engagement and its connection to a consistent customer experience. We will focus on three key tools to assist any organization to take what they do when they are at their best and do it more often and in key stress situations. At the end of the session you will be able to:

• Understand and apply the Principles for Positive Leadership
• Understand and use the three reasons employees engage and disengage at work and under stress
• Understand why employees don't execute even when they know what to do
• Understand how to help your employees move from compliance to commitment so that top-down accountability is replaced by bottom up personal responsibility

At the end of the session employees and managers will be able to:

• Build and sustain discretionary effort throughout the organization
• Create and sustain connection and engagement with customers in any situation
• Handle difficult customers and crisis situations
• Bring their personal strengths to customer experience and do more for customers with less wear and tear on employees