 |
|
 |
Ron Kaufman
TOPICS:
Team Building
Customer Service
Management
Motivation
Business
FEE CATEGORY:*
5.0k to 10.0k |
|
|
Keynotes
Interactive Workshops
Team Building Programs
Management Retreats
Conference Games
Keynotes
Partnership Power!™
Get more from the relationships that matter to you most.
Ron will show you and your team how to build strong partnerships with customers, external suppliers, strategic allies, internal departments and team members.
Your group will enjoy Ron's presentation that is packed with practical examples and real-world techniques, including provocative examples of companies that succeeded -- and those that failed!
You will understand how to diagnose your company's current dynamics with Ron's "Four Styles of Interaction." He will also show you how to apply his "Four Quadrant Improvement Model" that will strengthen your business and boost your partnership building skills.
This program is guaranteed to help you build your business, increase your profits, and strengthen your team.
The Secrets of Superior Service™
Proven principles for successful service quality.
This popular presentation delivers hard facts with lots of humor. Ron's practical information will help you improve your service now and keep your customers coming back for more.
Key Learning Points: - See the world from your customer's point of view.
- Understand the importance of excellent product, delivery and service mindset.
- Develop strategies and tactics to "manage" your customers' rising expectations.
Shift from Blame, Shame and Justify to Taking Personal Responsibility.
Create satisfied, loyal customers!
Service Encounters of the Third Kind™
A hard hitting wake-up call.
Customer satisfaction is no longer enough to ensure customer loyalty. Expand your team's focus from zero defects to zero customer defections, from rapidly filling orders to creating fulfilling futures. Loyal relationships of the future are built by your actions . . . today.
Key Learning Points: - Mobilize your team's mindset to go beyond customer satisfaction.
- Ask the right questions to move with your customers into the future.
- Build customer intimacy for better partnerships and higher profits
Align your organization to achieve long-term successful relationships.
Create and capture precious customer loyalty!
Service Recovery from the Customer's Point of View ™
Harness the power of effective service recovery.
When things go wrong, don't just run and hide! Mistakes and bloopers in business can bring back a gold mine of happy customers and positive word of mouth. Create a potent strategy to "bounce back." Seize the opportunity today!
Key Learning Points: - "Fixing the problem" only begins the process of service recovery.
- Effective service recovery can yield a higher level of customer loyalty than if the problem never happened!
- Service recovery is an investment that pays off handsomely in repeat business and positive word of mouth.
Unbelievable!
Smashing Through to a Winning Performance
High-energy and very motivating. Ron walks your team up the stairs from Basic and Expected to Desired, Surprising and even Unbelievable levels of achievement. Reach for higher targets in sales, performance and customer service. Audiences talk about this upbeat presentation for a l-o-n-g long time.
Key Learning Points: - Service recovery is an investment that pays off handsomely in repeat business and positive word of mouth.
- What is Surprising today will become Expected and even Basic tomorrow.
- You must experiment, innovate and constantly improve -- just to stay where you are!
- Incremental improvements are fine, but also aim for quantum leaps.
Your Unbelievable! mindset is a powerful tool for high achievement. < Return to Top Interactive Workshops
Creating loyal customers and a motivated staff is getting more difficult as competition increases. Keep your team on top with Ron's high-impact workshops. Every session is packed with practical ideas, current examples and real-world applications. Workshop titles and course content can be fully customized to help you reach your goals and achieve your training objectives.
Writing Back!
Building Customer Loyalty through Effective Written Response
Customers who complain are often quickly handled and just as quickly forgotten. This workshop provides the skills you need to leverage "writing back" into a loyalty building event. Here's practical guidance on what to say plus how and why to say it!
Writing Back! teaches participants to easily and effectively write back to customer complaints and compliments for service recovery (when necessary) and building customer loyalty (always). In increasingly competitive markets, customer loyalty and "positive word of mouth" are important keys to maintaining profitability and building a winning edge.
Customers do complain.
And those customers who take the time to write are often badly treated. They are considered irritants to the system, aberrations to be quickly handled...and just as quickly forgotten! Writing back to complaining customers is often delegated to ill equipped administrative staff, or taken on by senior managers who spend inordinate amounts of time writing labored letters of apology and explanation.
Both groups lack proper training on how to leverage a "writing back" opportunity into a successful service recovery and loyalty building exercise.
Customers write to praise, too!
While letters of compliment and congratulations are certainly more welcome, they are rarely answered in a manner that boosts customer loyalty or increases the likelihood of even more "positive word of mouth". And in many organizations, these letters of compliment are not answered at all! Once again, lack of proper training lies at the root of this missed marketing and public relations opportunity.
This Writing Back! workshop provides the essential training necessary to help you respond easily, quickly and effectively to customers complaints and compliments.
You Will Learn How To:
Reply to angry and upset customers Restore customer’s trust and good-will Gain additional loyalty and "positive word of mouth" Avoid legal liability in your letters Use complaints as a tool for organizational improvement Leverage compliments as a tool to increase business and boost staff morale
Methodology:
This two-day course is taught in a highly interactive manner. Participants work individually, in pairs, and in small groups to craft written replies to a variety of complaint and compliment letters. Participants are taught the style and skillful use of a universal ten-point outline for replying to customer complaints and compliments. Customization of the outline to each industry and each company is accomplished during the progress of the course.
This course includes two pages of reading as homework at the end of the first day. This homework is reviewed and discussed on the morning of the second day.
The workshop is not a grammar class, nor a course in fundamentals of sentence construction. This is an effective course on what to say, what not to say, plus why and how to say it!
Who Should Attend:
Marketing, sales, public relations and customer service managers and executives are appropriate participants for this course. Secretaries and administrative staff may also attend if they are given the responsibility to compose letters of reply to customer complaints and compliments. Since this workshop is highly interactive, it is a good opportunity to send participants from "mixed levels" in the company: managers and their secretaries may attend together, executives and administrative support staff can attend and benefit together.
This multi-level approach enables easy rapport and understanding to grow between the letter "writers" and the final letter "signers." The result is both parties will work more effectively together back at the office.
Building Superior Service
Achieve competitive advantage through consistently superior service. Why and how to make it happen.
- Improve your product, delivery systems and service mindset.
- Manage customer expectations.
- Harness the profitable power of service recovery.
- Shift from Blame and Shame to Take Personal Responsibility.
Advanced Service Strategies
Insights and action plans to build stronger partnership with your best customers, staff and suppliers.
- Discover your customer's vital Value Dimensions.
- Explore key quadrants of service.
- Priority mapping for long-term service improvement.
- Set service standards, metrics and impactful guarantees.
How to Make Your Company Culture Serve, Sizzle and SUCCEED!
Build a winning mindset. Attract and retain great staff. Improve communication, cooperation, commitment and performance inside your organization. Reinforce the best behaviors in your team. 23 key categories. Actions you must take to build the culture that you need. Return to Top
Team Building Programs
Bond your team, boost morale and build a winning spirit. High energy team building programs for regions, companies, departments . . . everyone.
Conducting successful, large group team building programs has been Ron's unique specialty for over twenty years. Hundreds of delighted clients, companies and organizations have benefited from his innovative presentations.
The tone of your event can range from "joyous celebration" to "battle time commitment." Program agendas are completely customized to achieve your morale-enhancement and business-building objectives.
One-day, two-day and even longer formats are available. Daytime only or overnight residential can be accommodated.
Ron can provide program design and facilitation or a complete "turn-key" project including selection of venue, food, transportation, accommodations, support staff, entertainment, awards and certificates of participation.
Programs may be conducted at your facility, in a local hotel or conference center or at an appropriate location overseas.
Why risk your team with anyone but the best?
A Team Building Program Can Help You: - Improve communication and cooperation between groups.
- Increase dialogue and improve problem solving.
- Drive home your vision, mission and company values.
- Build commitment to better service, higher targets and increased market share.
- Create an exciting launch for new products and programs.
- Generate better understanding, buy-in and commitment.
- Support a culture change, re-engineering or complete reorganization.
- Reward strong team members. Celebrate high achievements.
Ron will design and deliver a unique team building program to help you reach your goals and achieve your organizational objectives. Return to Top
Management Retreats
Make sure your next meeting gets you the results you need. Ron's creativity and in-depth experience with senior management teams can help ensure your success.
Innovative meeting designs ensure attention, interest and full participation.
Professional facilitation means everyone gets heard. No one dominates or overwhelms.
Effective group dynamics brings out the best in your team and helps them move forward together.
Use a management retreat to help align and focus your team's: - Vision and Mission Statements
- Core Company Values
- Strategy and Business Review
- Alignment and Action Planning
Return to Top
Conference Games
Your conference is a huge investment of time, energy and money. Don't let your audience fall asleep! Use a customized management game to get people involved with your conference theme -- and with each other.
Ron Kaufman's reputation as an innovative training designer has been growing for more than twenty years. He created the active learning games used by Singapore Airlines in the prestigious Service Quality Centre "Bootcamp" and developed a national festival series in the United States for Wham-O Sports Promotions.
Ron's unique training activities are now taught to thousands of participants by hundreds of professional trainers around the world.
Make your next conference a memorable and motivating success. Use a customized management game to help participants focus on your key themes. Gain active participation. Increase understanding. Build interest, commitment and motivation.
Achieve the conference results you desire!
Ron's customized conference and management games include: - The Puzzle of Teamwork Read more about this popular game!
- Everyone Flies First Class
- The Complex Customer Challenge
- Value Added Scrabble
- Building Better Bridges
- Learning from Eggsperience
- Just What the Customer Ordered
- Service Partners in Action
- The Busy Leading the Blind
- The Paint Factory... and many more.
Ron can create a customized game to match your conference theme, agenda, group size, cultural mix and key business issues. Return to Top
Articles by Ron Kaufman:
* Please note that while this speaker's specific fee falls within the range posted at the top of this page
(for Continental U.S. based events), fees are subject to change without notice. Also note that most celebrity keynotes begin in
the $25,000 and up range (most list "Contact for Fee Schedule").
For current fee information or international event fees, please contact your Speakers Platform representative.
|
|
|
