1) Untie the Knots® of Customer Service
(Improving Habits, Choices, Attitudes, Professionalism, Relationships, Performance, and Results)
An organization or person tied-up in the toxic knots of poor customer service becomes an organization or person destined to fail in one or several areas of business. Untie the Knots of Customer Service®: Improving Habits, Choices, Attitudes, Professionalism, Relationships, Performance, and Results is a dynamic wake-up call that addresses the countless challenges, obstacles, issues, toxic habits, and negative outcomes found inside of many companies plagued by poor customer service experiences. This no-holds barred, get-real training session will bring your audience a practical solutions based process that they can implement immediately to help move them - individually and as an organization - from average / good to passionate and exceptional customer service super stars. Throughout this session, Ty Howard will encourage your staff to refuse to allow their team and company to become a "Poor Customer Service Casualty!" Make consistent quality customer service "The Sustainable Norm" inside your workplace by consistently communicating professionalism, earning and gaining respect, enhancing all customer relationships, and securing overall competitive advantage in the marketplace through customer service excellence.
Bring this powerful - interactive - training session to your organization or group, and discover the same transforming principles that have led hundreds of organizations, business leaders, and their teams to new sustainable levels of service excellence—with BIG Friendly Smiles.
2) Excelling in Customer Service
(What It Takes - TODAY - to Consistently Deliver Customer Service Excellence)
What is it that your customers really want? Quick response? Instant information? Friendly dialog? Clear communication? Appreciation? Acknowledgement? Respect? Reliability? Honesty? Quality? Consistency? All of the above, and more! When customers are pleased, they're likely to spend 10% more on your product or services, plus call again. But if they haven't been treated right, they'll tell everyone who'll listen about their bad experience with your company. In this dynamic, timely, and engaging training session, Ty Howard will take your audience on a journey to reveal to them What It Takes - TODAY - to Consistently Deliver Customer Service. What It Takes - TODAY - to Excel in Customer Service.
Excelling in Customer Service looks at all types of customers and how you can better serve them and improve yourself and your organization in the process. Participants will be provided sound strategies and tips to ensure continuous service excellence success, to include: in-person, over the phone and electronic techniques, positive attitude techniques, identifying and addressing customer needs techniques, dealing with difficult customers techniques, honest customer feedback practices, customer appreciation practices, and generating loyal and happy return business.
This is a must-have professional development session for anyone on the front lines serving external customers, and anyone inside the organization serving employees and keeping the company running.
3) The Excellence CodeTM
(Excellence Isn't Born. It's Developed. Here's How.)
What is the secret of Excellence? How do we capture and excel in it? In this dynamic and energizing keynote session, Ty Howard provides executives, directors, managers, supervisors, faculty, staff, community leaders, students leaders, —and everyone else—with tools they can use to develop and maximize the potential for excellence in themselves and others.
Whether you’re encouraging a staff of 5 to over 1,000 employees or teaching students how to develop excellence, coaching a team of athletes or operating as the president of a national or community based association, this insightful, interactive and fun session shows you how to develop and excel in excellence by learning and mastering the essentials of Ty Howard’s branded process "The Excellence Code."
Combining revelatory experiences with empowering strategies for developing and excelling in excellence, and examples of businesses and people who have achieved excellence, this session will not only change the way you think about excellence, but equip you to reach your own highest potential in continuous peak performance and excellence.
4) Service Excellence Through Personal Excellence
(Becoming a Customer Service Superstar for Your Internal and External Customers)
This session teaches the ways to work easily with others and create a more pleasant and efficient work environment. You will also learn ways to better communicate with customers in person and over the phone; helpful skills for dealing with angry customers; tactics for keeping your composure under stress; how to become a master on following-up and following through; and much more. Ty draws from what is working in top companies across America, as well as what is working within your company. This session was developed and is presented by a customer service expert. This session will help you train yourself, your staff, and your organization not only to head off problems, but also to continuously rise to new levels of service excellence.
5) Reputation Management
(The Modernized Way to Deliver Exceptional Customer Service)
Reputation Management is becoming one of the most important customer service success habits and marketing tools for a successful business. Yet many fail to have a consistent process in place to consistently succeed in today's modernized way of delivering exceptional customer service or to obtain reviews and leverage them in their marketing. This session goes through the reason why 'social engagement' and reputation reviews now matter, how engagement and attitudes play a big role customer service success, effectively managing your emotional intelligence in all situations, and how to create a process your team can utilize consistently. Lastly, Ty Howard will explain and show you how to leverage reviews in your marketing, and how to use them to recover if you happen to experience a reputation management crisis. This is a training session every business needs to take.
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"Everyone truly enjoyed your message, as well as your very funny and entertaining delivery. We wish you continued success as you share your positive mind-set, philosophy and inspiration with other teams around the world."
~ Sheri S., Vice President, Research & Development
"Ty, Thank you for serving as the opening keynote speaker for our recent Annual Johns Hopkins HR Conference: Celebrating HR. Judging by the energetic response of your audience and the numerous high ratings post-conference evaluations we received, your presentation, Untie the Knots®, was well-received, relevant, and inspiring. We especially appreciated your sense of humor, comfort with the topic, very engaging and dynamic style, and obvious preparation. It was a pleasure having you on our agenda!"
~ Jeb K., The HR Conference Committee, Johns Hopkins Annual HR Conference
"Ty, I cannot say THANK YOU enough for such an amazing job you did today! Your Building an Attitude of Excellence motivational keynote presentation was exactly on point, per our discussion and requests. Our staff left the assembly feeling energized and feeling a higher sense of purpose."
~ Bobvita S., Strategic Director of Human Resources, University of Maryland, Robert H. Smith School of Business