This course focuses on the second part of the Covey formula: speaking and writing in an interesting and compelling way.
Learning Objectives
- Learning Outcomes
- Differentiate between customer service and customer experience
- Recall the three levels of customer relationshipsRecognize core organizational and cultural decisions that build a sustainable culture of good customer experience
- Recall key points of the Herzberg's Motivational Theory
- List techniques for delivering great customer experiences
Major Topics
Instantly improving your writing and presenting using a simple checklist;Laying a solid foundation under your presentation by harnessing The Four Pillars of Confidence;Clearing the (slide) deck to make your presentation more engaging;Using your "non-verbal" tools to present powerfully;Knowing what to say when they say "no"
