energizing breakthrough performance

Do-It-Yourself Mentoring Briefing: Ready for You to Deliver!

Author: ; Published: Dec 15, 2010; Category: Mentoring, Workforce Planning, Workforce Succession Planning; Tags: ; No Comments»

talking heads

One of the joys of delivering our mentoring training programs to both mentors and mentees in both public and private organizations is to see the enthusiasm that mentees have for achieving professional growth. Similarly, the satisfaction that mentors enjoy from helping someone develop and become more competitive in this difficult labor market is yet another pleasure.

There are important benefits for the employing organization as well as benefits for both mentees and mentors. These benefits do not come for free, however. There are costs associated with standing up a mentoring program, sustaining it, and expanding it over time.

Today’s organizations run lean, hard-pressed by constraints of time and money. In some cases, on-the-ground supervisors will view mentoring as a frill, a distraction from getting today’s “real work” accomplished, as if preparing tomorrow’s workforce isn’t a legitimate part of today’s real work. That said, there are costs associated with mounting a mentoring program. The costs are not huge, but they are real and they must be factored as part of the business case.

We have received calls from people in numerous organizations who are in the early stages of considering a mentoring program. These folks are often in the midst of making a business case for mentoring that top leadership will consider.

Typically speaking, part of the process is to provide leadership with a briefing on mentoring. We believe that it is essential that everyone’s consideration of mentoring proceed on the basis of a solid foundation. That’s why we developed The Effective Mentoring Briefing. We have even put this briefing together in a way that permits the user to customize it for the number of minutes the briefing has been allocated for a leadership meeting.

The briefing provides a solid foundation that defines mentoring and distinguishes it from coaching. It spells out typical benefits for the organization, mentor and mentee and also provides example costs that may be incurred. The briefing describes how mentoring works and what an effective mentor does as part of an organized mentoring program.

We’ve done the work of developing this briefing for you based on our experience in working with numerous organizations and in training thousands of mentors and mentees over the past decade. The briefing provides a factual, unbiased presentation concerning mentoring. It doesn’t try to “sell” mentoring.  On the other hand, we hope that it persuades contemporary leaders to use mentoring as a tool to cultivate tomorrow’s leadership today.

For more information, please see detailed product information.

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Do-It-Yourself Customer Service Training: Get Success Now!

Author: ; Published: Dec 7, 2010; Category: Customer Service; Tags: , , ; No Comments»

aha

One of the joys of delivering Achieving Excellence in Customer Service has been and continues to be the “aha” moments that the participants take away. Most of the time when I have delivered this course, the participation has been mandatory, prescribed by top management. Delivering a mandatory course is different from delivering an “optional” course:  It’s a tougher sell to the participants. That said, one of the key themes of the course is that participants can manage the customer’s experience and that, by doing so, manage their own service workloads better, gaining additional control over the service encounter, and reducing a lot of repetitive or just plain “nuisance” work that comes from customers who lack confidence that they are actually going to get what they came looking for. Participants like the idea that by managing the customer’s experience, they get a better handle on managing their own workloads and this increases job satisfaction at the same time that it raises customer satisfaction. That’s a pretty good bargain. 

Another thing that participants enjoy is the idea that they can “turn this course inside out” and use it to gain better customer service for themselves when they are off the job and functioning as consumers.

Sometimes participants will say, “management wants us to work harder and faster and we are already maxed out.”  This is where the power of setting customer expectations so you underpromise and overdeliver comes to be understood.  If you can’t change the reality and perception of service speed and responsiveness because you are already maxed out, you can change the expectations of the customer so that you can exceed them and cause customer satisfaction.

In other cases, participants report that their customers call them often to find out about the status of a solution that they are seeking–whether it’s a decision to be made or a product to be delivered.  This course teaches that if you want to avoid those customer follow-up calls on a schedule that suits the customer, then you can manage the customer by committing to provide periodic status updates.  Seems simple enough, but think about your own experience as a customer and how infrequently it happens.

Finally, there is a tendency for those of us delivering service to become a bit robotic, particularly when we are having the same transactions or encounters over and over again. A case in point is picking up the prescription at the pharmacy: The question is always asked: What is your address? When you provide your address in anticipation of the regularly-asked question, 9 times out of 10 the person at the counter will ask: What is your address?

When this happens, we can often forget to see the encounter and experience from the customer’s point of view. Turning service “inside out” so that the person providing the service sees it clearly from the customer viewpoint is another power tool that this training imparts.

There are also phrases and techniques that the course provides that are very powerful in shaping the customer’s experience and which boost job satisfaction as well. Fact is, the tie between customer satisfaction and job satisfaction is huge. It’s pivotal.  This course emphasizes this link in a big way.. 

Based on decades of success delivering our “Achieving Excellence in Customer Service” to a wide variety of audiences in the private and public sectors, we are now offering a Do-It-Yourself course.

This is a course that is fun to deliver, full of straightforward principles and skills that can be put to work immediately. Even if you haven’t trained before or have only trained a few times, we have scripted the training in a way that will have you performing as a customer service training virtuoso in no time.

For more information, please see detailed product information.

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