Workshops

An acclaimed and well-respected public speaker, JoAnna has been rated #1 at the Inc. Magazine Conference on Customer Service Strategies and #1 at the Business Direct Marketing Conference. She regularly gets rated in the TOP 10% of all speakers at the conferences where she presents.

JoAnna’s upbeat and humorous style has people saying things like “She’s better than a second cup of coffee!” “Outstanding” “Fun.” “Inspiring” If you have an event coming up JoAnna will kick off with passion, purpose and heart!

Our workshops and presentations focus on these three areas:

Building Sustainable Customer and Employee Loyalty
The strategies, beliefs, attitudes and behaviors that increase profitability

Positive Leadership
Using the latest finding from the fields of Positive Psychology, Neuroscience and Sports Medicine to create highly engaged, high performance, strengths based organizations

Happiness in the Workplace
Helping individuals find more pleasure, engagement and meaning in their work

Workshops can be delivered in one or two day formats . The longer the format, the more audience engagement.

Beyond Satisfaction: Building Lifetime Customer Loyalty
A one day workshop to get your whole team on board

Customer Loyalty is at an all time low, some even say it’s dead. Is Loyalty Dead? Absolutely not! But customer loyalty is tougher than ever to earn, and you’d better figure how to earn it before your competitor does. While Customer Loyalty is considered a “top three” concern for virtually all executives recently surveyed, less than 15% are able admit that their company is actually addressing loyalty as a strategic issue, because they’re not. That’s a pity since only a single digit increase in loyalty can create a handsome double-digit increase to the bottom line.

Learn more about Beyond Satisfaction: Building Lifetime Customer Loyalty

The Positive Leader – Inspiring People To Bring Their Best Selves To Work
A two-day workshop

In today’s quickly changing, always challenging, and all too fearful world there’s one ability that can help any leader access the energy, enthusiasm and brilliance of his or her workforce  – and that is the ability to create what Harvard’s Tal Ben Shahar calls “Positive Capacity.”

Leaders who know how to cultivate positive emotion in the workplace tap into an endless well of psychological capital – hope, optimism, confidence, resilience – that has the power to keep the organization innovating, creating value and astonishing their customers even in tough times.

Learn more about The Positive Leader

The Customers Within:
An Insider’s Guide to Delivering Exquisite Customer CARE

Everyone in an organization provides service to someone. For thirty one years, research on the “Service-Profit Chain” has established positive relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. It has pointed to the quality of the internal support services in a company, and its important contribution to both employee and customer satisfaction. Trouble is, most people in internal support departments don’t realize that they serve others in the organization, and sometimes don’t realize who they support.

Learn More About The Customers Within

The Inner Game of Customer Care – Fueling Passionate Service From Within
A one day or two day workshop

Customer service as a profession is more demanding then ever.  After organizations have been downsized, rightsized, reengineered and flattened to get closer to the customer more responsibility then ever has been pushed out to the front line service providers to keep customers happy, loyal and coming back.

Learn More About: The Inner Game of Customer Care

The Seven Things Every Customer Facing Person Needs to Know
A credo for being proud of the way you take care of customers

Understanding the Importance of the Customer
The customer’s changing needs
The appreciating cycle of loyalty
Moments of truth and magic

Face-to-Face, Phone-to-Phone
The changing role of the service giver
From service to CARE
The Relationship Tripodsm
On T.R.A.C.K.

Making service tangible
Discovering the 11 dimensions of service
Power of perception

In the Beginning there was Attitude
The attitude link
The role of optimism
Power, presence, professionalism
Creative adaptation

Change, Choice, Chance?
The courage to change
Continuous improvement starts right here
Risk taking

Peak Performance
Energy gains and energy drains
Learning systems
Communication
Building Rapport

Challenge
Up front and personal
Customers from hell
Being Proactive

You are in Control
State control
Bears in the trees
15 Ways to take charge of stress in your life

Expanded Outline and Detail of Workshop:
All workshops are customized to needs of company, this is the material we draw from to design yours.

The 7 Things Every Customer Facing Person Needs To Know  -
The “Get Real” Guide to Having a Good Day Every Day

Understanding the Importance of the Customer – This section sets the context for the day, why the customer is important and how it effects the overall success of the business.  The appreciating/depreciating cycles set forth a common sense model for understanding that continuous improvement and value creation is critical in growing a business. We will also cover in this section how a customer evaluates the process moment by moment.

Face-to-Face or Phone-to-Phone – Being a service provider is tougher then ever, this section explains what changed, why it changed and provides a framework for understanding what the future might hold in store.  Whether you are face-to-face with a customer, or communicating over the phone you need to be highly skilled at developing and maintaining relationships. Here, we broaden and expand the understanding of how to shift the mind set from one of just serving to one of  caring.  We discover the Relationship Tripod – the three critical sets of relationships – external, internal and inner that need to be cared for and about, and we discover about the real issues of relationships, like trust, respect, empathy and caring.

Making Service Tangible – So what exactly IS this thing we call service and how does the customer “rate” what we do and how well we do it? Here we learn the eleven different dimensions of service (adapted from the work of Dr. Len Berry and the Marketing Science Institute) and develop the questions we need to be asking ourselves on a regular basis to be sure we are “acing” all the facets of the service experience. This section is useful in helping clients develop a measurement system to use for surveying, performance appraisal and customer dialog.

In the Beginning there was Attitude – There is a connection between beliefs and attitudes and behaviors. Research shows that customers want to do business with those that are positive, upbeat and have a can-do attitude.  There is also convincing evidence that those who are optimistic are healthier and live longer.  This section begins the discussion of personal power, pride and what professionalism means in a service giver’s job. It begins the discussion of creativity, innovation and flexibility (all qualities necessary in the business of today and tomorrow.)

Change, Choice, Chance? – What does it take to change with today’s changing and challenging business environment?  How do we face the uncertainty and insecurity of a constantly changing business environment?  What makes the difference between the winners and losers – those who are devastated by change and those that thrive on it?  This section covers how successful risk takers get out of their comfort zones and move past fear.

Peak Performance – Peak performers know how their bodies and minds operate – they understand what motivates them and how to create motivation from the inside as they need it.  By learning about how we learn and how we communicate we can learn to more effectively communicate with others.  This section covers rapport building skills for in person as well as over the phone communicators.

Challenge – What are the challenges of working up front and personal with others?  How do we protect ourselves from those with negative energy and attitudes and bounce back to face the challenge and opportunity of another customer?  We will learn skills to deals effectively and easily with the occasional customer from hell and those who might become one.  Proactivity is the hallmark of customer care.

You are in Control – There is only one person that can effect your state of mind and that’s you. How you perceive the world is how will react to it. Learn about how and why most people react to stress in the environment negatively and what you can do to break your current stress cycles.  Learn how to care without over-caring and how to keep yourself strong and centered and ready to faces the many challenges of your profession by keeping your stress under your control.

Optional:  Dealing with the Angry Customer – a proven process for “recovery” skills for dealing with difficult customer situations.

Workshops are designed for up to 36 participants.  They can be designed to accommodate larger groups.  Please inquire.

Here are comments of what people are saying about JoAnna’s “The Inner Game of Customer Care” seminar:

Christina Callen, Rich Products Corp.  “This program made me feel energized about my job.  I am eager to go back to work and share the knowledge I’ve gained.”

Hemanth Shenoi, Promega Corp. “Not a laundry list of tips and techniques, but rather a method to improve from within.”

Kimberly Northrup, Color Corp. of America -“Excellent source of information to be used and built upon.”
Heather Conrad, MA Hanna Rubber Compounding

“This seminar exceeded in all realms of business atmosphere and attitude.  Great! Superior enthusiasm!!

“There was no doubt in my mind ever that JoAnna really cared.  The stories she shared and the one-on-one attention she paid to our individual needs was fabulous!”

“JoAnna made the seminar fun by using interactive group discussions.  Very positive presentation, good gestures.”

“Dynamic speaker.  Really held interest.  Great materials and tips.”

“Very enthusiastic. Knowledgeable, great interaction with group.  Simple presentation of materials so that participants could grasp content.”

“Good program, JoAnna is a great speaker; she knows her material.  I have been to several classes; this one was the best.”

“Awesome.  I really enjoyed this seminar.  Uplifted my attitude on work and even my personal life.  Bravo!  I’m recommending this to all I work with!”

“Ms. Brandi is very knowledgeable and animated!  Comes across very strong and effective.  Thoroughly enjoyed it.”

“A speaker with the extraordinary ability to instill in the attendees, her fire and passion for the subject.  Thank you JoAnna for a superb presentation.”

“Super stuff!  Powerful tools and emotions that I feel after this session because it will definitely use this information.  Great, I’’ excited and will share this information with others.”

“Great speaker – well informed.  Using life experiences and examples made it easier to relate to.”

“Very impressive, very enthusiastic speaker.  I would strongly recommend her to others.”

“I must admit, I left feeling better than I did when I walked in.”