![[Pam's Picture]](images/pam.jpg)
CUSTOMER
MOTIVATIONAL SPEAKER
SERVICE EXPERT
STRIV=E Training
Session Titles
Pam's Bio
Fee Structure
What Others Say
More Information
Pam in Action!
Published Articles
Client List
References
Who is Pam Schuck?
Excited about customer service, motivated by excellence, driven by her
compassion for others, and using her more than 25 years of customer service
management experience, Pam’s mission is to be a catalyst that builds a culture
of service excellence in business and motivates personal excellence in every
person’s life .
What attendees say after hearing Pam speak
Your enthusiasm, high energy and honesty captivated our audience. Your
closing statements about attitude and giving another 1% made me want to go out
and do a better job.
- Julie Hutt, Sales and Marketing Director,
The Building Industry Association of Central Ohio
The comments from both suppliers and distributors were overwhelming. Everyone
walked away with an increased awareness of how to change the way they do business.
- Bruce Felber, OPPA Vice President,
Traymore Marketing
I am still hearing comments about the workshop you did
for us. Your stories add an exciting dynamic and paint a wonderful picture for the listener,
and more importantly, clearly make the customer service point.
– Doug Johnson,
Executive Director,
Twinsburg Chamber of Commerce
Who knew that 2 hours could breeze by so quickly at a seminar! Your speech
gave us a great amount of ideas and hope for the future of our business.
– Michael Chang,
Video Time
We provide motivational speaking and training that builds superior customer service skills
and builds a service culture for any organization. In addition, we offer ancillary topics
that support and influence a service culture.
Would You Do Business With You? Part I
Would You Do Business With You? Part II
Up Your Attitude!
Phone Professionalism – First Line Impressions
CHANGE—NOT an Optional Event! The Personal Side of Change
Inside/Out Service. What happens internally happens externally—Look Inside!
Perception IS Reality!
Wow Factor—1% More!
Customer Experience: Process/Outcome
Know, meet, & exceed customer expectations
Learn 5 customer factors that customer use to evaluate you—Reliable,
Responsive, Assurance, Empathy, Tangibles
Are You Reliable?
Do you assure Competence, Confidence & Trust to the customer?
Are You Responsive?
Do you show empathy?
Tangible Measurements of How it looks, feels, sounds?
Identify service skills needed to meet customer’s expectations in each of the five factors
Positive service attitude – what does it look like?
Define a winning work and personal attitude.
Theory of High Expectancy and If/Then
Practice attitude adjustment techniques.
4 Solutions to Create a workplace of Energy and Enthusiasm
Telephone skills can be the image of an organization
Voice Quality
Voice Assessment
Telephone Etiquette
Learn to advocate and embrace what change can do FOR us, instead of TO us!
Learn to anticipate, adjust, and look forward to Change
Observe, predict, and be familiar with change
The Customer is NOT Always Right, but…
Why customers get upset & how to resolve it.
Dealing with difficult people
Do customers have to “work” to be your customer?
Do they feel you care?
The Puzzling Effect of Teams for Service Excellence
Team skills are like puzzle pieces...listening, communicating, goal setting, problem solving, consensus, team attitude.
Motivating Employees
Motivated employees equal motivated customers
Learn to motivate employees
Communication, trust and respect, recognition and reward
Create excitement
Service Vision/Planning For More Information, please contact:
Pam Schuck, President
Visualize the service you want to be famous for and develop a service strategy
Clarify business values
SWOT analysis – Strengths, Weaknesses, Opportunities, Threats
Know your mission
Define goals and plan to work toward them
4470 Stone Creek Dr.
Brunswick, OH 44212
Ph: 330-273-8790
fax: 330-273-8790
http://www.strivetraining.com
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Copyright (c) 1999-2009
Pamela R. Schuck, All Rights Reserved