Announcement: Proactive Service® Self-Delivery Workshop

I am pleased to announce that we have developed a self-delivery version of our very successful Proactive Service® workshop to allow organizations to deliver top quality customer service training during these times of restricted travel and social distancing.  The program comes with a step-by-step presentation, videos highlighting the key points and clearly defined exercises so that anyone within your organization can deliver the workshop. 

The Proactive Service® Self-Delivery Workshop is designed to help service organizations successfully and enthusiastically engage their field teams in making recommendations aimed at helping their customers to achieve their business goals.

Participants will learn:

• Why making recommendations is a critical part of the service provided
• How success depends on the customer’s perception of their credibility
• Specific and practical steps to build credibility with the customer
• How to make recommendations to the customer in a concise and engaging way
• What to do if the customer says “no” and the risks are high

Click here to view the Workshop Topic Overview

Advantages of the Self-Delivery Option

The combination of videos, guided facilitator presentation and comprehensive workshop delivery notes means that anyone can effectively facilitate the workshop – no previous facilitation experience is necessary, and at a time and location that is most convenient.

This option provides a number of advantages including:

• Ability to deliver an excellent training experience during these times of limited travel
• Flexibility in workshop delivery such as:
  • From small to larger groups
  • One day delivery or smaller segments delivered over a set period of time
  • Adjust emphasis and time to specific components of the workshop most relevant under current circumstances
• Opportunity to include relevant examples from real-life experience
• Thought provoking follow up emails encourage and reinforce behaviour change
• Videos can also be used for:
  • Keeping core concepts top of mind
  • On-boarding new employees

What’s Included

• Subscription to a series of seven videos – each focused on a key component or sub-component of Proactive Service® and presented under the following headings:
  • Personal Credibility
  • Professional Credibility
  • Proactive Recommendations
• Facilitator slide deck
  • Step-by-step guide and presentation notes to deliver the workshop materials
• Facilitator “how-to” video
• Facilitator guidelines
  • Background information
  • Scripts for each slide
  • Suggestions for leading the in-class exercises
• Participant workbook and exercises
• Pocketbook of Proactive Service®
• Follow-up emails to reinforce key learning points

For more information on our Proactive Service® Self-Delivery Workshop, please visit our website at www.jimbaston.com and click on Proactive Service® or contact me directly at jim@jimbaston.com.

Sincerely,

Jim Baston

President

BBA Consulting Group Inc.