Sessions

Customers, clients and patients have become much more difficult to deal with. The Great Customer Attitude Shift has happened! This workshop is designed for coaches, trainers, health care professionals, sales and marketing professionals as well as anyone who wants to improve their customers’ experience. Based on Shelle’s new book: The Customer is Bothering Me!, and the day has been created for anyone who works with clients, patients or customers.

Highlights from Shelle’s brand new workshop:

• What’s driving the Great Customer Attitude Shift and how to manage it
• What are the 2 Power Principles that guide every encounter
• How you can create your own Customer Philosophy for your customers, clients or patients to ensure you attract and treat them the way they want to be treated
• Decode how your customers, clients and patients actually get motivated think and make decisions
• Discover if and how your organization discourages your customers, clients and patients
• Use the Customer Tone Chart© to read and impact your customers’ emotions
• Learn how to end every transaction to create positive associations and desire to return
• Design communications based on the hidden Motivation Triggers to attract more customers
• Discover easy ways to customize your processes to meet each person’s below-conscious needs

This workshop will enable you to:

• Track and manage your customer/client/patient’s Motivation Shifts
• Decide your Customer Philosophy for your practice or organization
• Learn how to create your own best Customer Transaction Process to ensure the best experience every time
• Know the 4 steps for dealing with Upset Customers/Clients/Patients

Comments on Shelle’s new book (the workshop is so new – no comments yet)

“This book tells corporate leaders how to revamp their customer service philosophies at every operational level. Rose Charvet first contrasts typical customer philosophies, and how these philosophies influence the customer experience. With short case studies, sample dialog, scripts, tables, and templates, Rose Charvet teaches readers exactly how to respond to customer emotions, stay in rapport with the customer, ask the right questions, understand customer expectations, clarify what the customer wants, make amends, and create a positive image in the customer’s mind. As an author, business consultant, corporate trainer, and business owner, Shelle Rose Charvet is the consummate expert on business communication skills. The Customer is Bothering Me is an indispensible manual for customer service training.” Dr. Judith E. Pearson, writer, speaker and solution-oriented coach.

"Shelle, the influencing tools you present, work. You use what you teach. You demonstrate how to reach rapport with people and give my group tools that help them deal with difficult people." Al Gonta, Director, Woodbridge Foam Corporation, St. Peters, Missouri

"This is a very remarkable book!! In my own work I dealt with everything retail except People! You ,on the other hand, took on people, you took on the MOST IMPORTANT people in sales, THE CUSTOMERS! Shelle, I am very, very impressed, not only in your applying the LAB Profile to the customer interchange, but that you have done it so very well.

1. Your strategies are "right on the money" (literally!)

2. Your teaching examples are perfect!

3. Your use of a million little anecdotes to set the reader up for the next steps, in that they are interesting, and will beautifully resonate with the reader.

The book is friendly, nicely written, and communicates clearly and easily how to make sales in a way that both the salesperson and the customer can enjoy it, no matter how tough/angry or stupid, the customer was when they came in. A true breakthrough! Bless you for doing the research and putting your book out there for every salesperson who is wise enough to not only snap it up, but to put the ideas to work for themselves and their company. Congratulations!" Bill Huckabee, Market Researcher, Ohio, USA

"The difference between a good and a great business is how you treat your customers. A lot of platitudes are used when organizations talk about customer service; this book provides a revolutionary approach and practical structure that will make it happen.” Robbie Steinhouse – CEO of Gray’s Inn Group and NLP School

"Your knowledge about customer cues and ability to translate that for each audience is absolutely invaluable." Eleanor Reynolds-Barrett Director, Client Strategies, RBC Insurance

"The power of this book is that it answers the question “why don’t they get it?” from the point of view of both customers and service/product providers. In these times, leaders are struggling for real help. We want more than simply admiring the problem or some “rah, rah” philosophy. We’re all looking for something practical that we can apply tomorrow with a difficult customer. Shelle, you have done just that. This book is usable, applicable and best of all -- eminently practical. It works in the real world. I know what I’m giving my staff for Christmas." Jim Love, FCMC, CEO , Chelsea Consulting Group