Dave Mitchell

Strengthening communication and motivation

The ability to effectively communicate to and inspire peak performance from a wide variety of people is an essential skill for leaders, sales professionals and service providers. Learning how to do this is also one of the most daunting challenges. The Power of Understanding People provides a framework for enhancing leadership skills by focusing on a deeper understanding of cognitive diversity among team members. Dave Mitchell uses his award-winning “laugh and learn” style to help professionals better appreciate the keys to exceptional communication, motivation, employee and customer satisfaction.

Participants will gain:
A shared experience and language that they can refer to for the rest of their career
A better understanding of their own and others’ unique interactive style
The tools necessary to better relate to a wide variety of people, become more influential and obtain positive results through collaboration and leadership excellence
The foundation of information necessary to fine-tune relationships with customers, colleagues, team members and even family members and friends.

Best Practices and Processes for Customer Centric Organizations

Customer service is the only enduring competitive advantage an organization can obtain. The satisfaction of our client base predicts valuable retention business and eases demands on sales and marketing to capture new business. But as important as service excellence, customer centricity and the employee experience are, many individuals struggle with delivering high levels of service all the time to a diverse client base. Why?

Executing service excellence requires that individuals have a combination of innate ability (heart) and developed skills (art) that allow them to recognize and meet the unique needs of consumers and employees. A service provider’s success begins with a genuine desire to please others and expands into service excellence when they combine this orientation with an understanding of the psychology of the consumers/associates to deliver service that exceeds their expectations.

This seminar explores the fundamental truths about service excellence and customer centricity as it applies to both internal and external customers. Whether exploring complicated human behavior theory, cognitive psychology, pragmatic techniques, marketing statistics or mundane life events, Dave uses humor and entertainment to touch the participants.

Methodology
This session combines an interactive discussion of important customer service principals (designed to apply to both internal and external customers) with best practices models of service excellence. The participants will first be introduced to, and explore in detail, the concepts that customer service excellence is built upon. These characteristics comprise the “servant’s heart.”

Participants will learn valuable concepts in applied cognitive psychology that not only enhance their service excellence skills, but also enhance all their relationships and drive peak performance. Despite the sophisticated content, the course will have participants laughing out loud. Many of these concepts became content for Dave’s bestselling books, Live and Learn or Die Stupid! and The Power of Understanding People. Dave explores the complex concepts of human interaction and perception, rapport building, and service recovery.

Using Dave’s laugh and learn approach combined with a transfer of learning models of “Absorb, Connect, Apply” the participants will have an entertaining experience that is memorable, practical and has immediate impact.

Objectives
During this course, the following learning outcomes can be expected:

How to recognize the customer service priorities of various “types” of customers and adjust your service accordingly
Key personal attributes that the best customer centric providers possess: The Servant’s Heart.
The components of successful service recovery…how to win back customers who have experienced poor service.

The Metrics of Peak Performance Culture provides participants with the tools necessary to evaluate the current state of their organization and map out a strategy for maximizing performance and creating a desired future state of operational excellence and robust fiscal success. From Dave Mitchell’s fourth book, The Five Metrics of Peak Performance Culture, scheduled for release in 2020 by John Wiley and Sons Publishing, participants will get a first look at this award-winning author’s newest material.

The Metrics of Peak Performance Culture focuses on five key elements that combine to create a high performing culture:

Horizontal Alignment – this strategic perspective involves the clear identification of the general environment and market conditions existing in your industry, the desired success metrics in profitability, efficiency and stakeholder satisfaction and the organization’s core ideology that connects those two.

Vertical Alignment – this tactical perspective involves ensuring that all corporate level, group level, team level and individual level policies and practices support the core ideology identified during horizontal alignment.

Leadership Ideology – this involves the identification of critical personal characteristics that must be promoted and modeled by leadership and manifested by each employee to achieve exceptional performance. This segment can also include an understanding of the interactive style demographics that guide leadership, communication, teamwork and “seamwork.” Seamwork is the coordination of efforts across functional and geographic units within an organization. This segment is also available as a stand-alone keynote and workshop

Client Experience – this involves an evaluation of the critical interactions that impact the client’s impression of your operation and how you brand is defined from the outside in.
Employee Experience – this involves an evaluation of the employee’s impression of your policies and practices and how your brand is defined from the inside out.