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October 22, 2019
9:00 am - 4:00 pm
Addison Conference Center
15650 Addison Rd, Addison TX
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Event Agenda
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Presentation Information
(Click on the tabs below)
Culture of Service

David Reed, a former Disney leader, will share best practices that have resulted in Disney being looked upon as a leader in delivering an excellent guest experience.  The Culture of Service session teaches key principles to exceed customer expectations, resolve service problems, enhance customer loyalty and referrals, and build a corporate culture based on outstanding service that drives greater success and profitability. 

Personnel at all levels will gain key insights that will help them consistently deliver service to external customers in ways that can translate into a sustainable competitive advantage. In addition, participants will learn techniques to enhance internal customer service which can dramatically increase efficiency and minimize costly re-work.

Delivering outstanding customer service can produce significant enhancements to profitability as shown by the findings of several business studies including:

  • It costs about six times more to attract a new customer than it does to retain an existing customer. 
  • A 5% increase in customer retention can increase profits between 25% and 95% depending on the industry. 

Key topics include the following:

• The Importance of Customer Service
• Internal and External Service
• Top 10 Customer Turnoffs
• Keys to Excellent Service
• Customer Communication Skills
• Email Communication Guidelines
• Diffusing an Angry Customer
• The Importance of Relationships

Not only is solid customer service essential in today’s competitive marketplace, it can also become a sustainable competitive advantage that is extremely difficult for your competitors to duplicate. By building a corporate culture based on outstanding service, your company can deliver greater value to your clients in a way that motivates them both to buy more of your products or services and emphatically recommend you to other potential customers.

Each participant will receive a copy of A Culture of Service written by David Reed.
The Power of Positive Coaching
The Mindset and Habits that Inspire Winning Results and Relationships

The central role of a leader is that of a Coach.

Since most organizations don’t have the resources for everyone to have a coach, it is up to each leader to be equipped to coach and inspire your team.

This session reveals a new, transformative coaching model. It is supported by the latest positive psychology research and field-tested, actionable tools that leaders can put to work right away.

Positive Coaching Mindset
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Positive Coaching Habits
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Winning Results & Relationships

It starts with a positive coaching mindset. Knowing your thoughts, purpose, values and emotions creates a positive coaching mindset.

Once you build a positive coaching mindset, you can more authentically and effectively apply the five positive coaching habits to:

• Gain alignment
• Ignite engagement
• Enlist ownership
• Enhance accountability
• Deepen commitment.

The five coaching habits are framed in a concise, memorable model. No scripts needed! They reflect simple truths based on common human needs, so a leader can inspire winning results and relationships in any setting.

Join best-selling business authors and advisors to America’s leading companies for an engaging, fast-paced, energizing session. Attendees will receive an autographed copy of the book.

Each participant will receive a copy of The Power of Positive Coaching 
written by Lee J. Colan, Ph.D. & Julie Davis-Colan.
Each attendee will receive a copy of these two books written by the presenters.
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Event Presenters

(Click each picture to see their biography)
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For more information, call 469-633-9833 or email info@inspiringawinningculture.com