Sean Dercksen
Business Coach & Professional Speaker
www.setforsuccess.co.za
sean@setforsuccess.co.za
+27 (83) 400 5456
CUSTOMER SERVICE SUCCESS – Talk Outline
Presenter:
Sean Dercksen – 083 400 5456
Content:
Customer service multi-media presentation packed with motivation – great take home value
Duration:
Approximately 4 hours
Notes:
Included as part of the presentation for maximum impact (emailed to client)
Equipment:
Presenter will bring laptop, PowerPoint presentation & slide transition tool with laser pointer.
Talk Outline:
This punchy, "to the point" motivational presentation is a culmination of Sean’s best ever Customer
Service tips & techniques, which he has developed over the last 21 years in Real Estate. Sean believes
that a motivational session needs to be jam-packed with valuable material, which attendees can apply
the minute they walk out of the training room.
This tried-and-tested material has been presented to corporates for many years now and has received
rave reviews. Notes are included as delegates would not be able to capture all the information in the
time given.
Points covered include:
1. Light hearted clean humour to open the presentation:
The presentation is littered with the odd slide, funny comment or full length joke to lighten the load
of material.
2. A personalised introductory video clip to set the scene (South African sport related):
This video is used as not only the feel good introduction, but also the way we want our customers to
feel having dealt with the company.
3. Developing a positive mindset for conscious living every day:
Quality customer service requires an “on duty” mindset at all times – this message is outlined here.
4. Twelve great Customer Service strategies to kick off:
Having used the first few slides of the presentation to open the minds of the audience, we delve into
some meaty strategies for thought provoking results.
5. The famous communication cycle explained:
This tried and tested material is the foundation of all business related communication (The know,
like, trust and conclusion quadrants make up the framework to this tool.
6. Applying the FORD method in your business conversations
Yet another “quick to memory” suggestion is explained to use in the field. This is a drill down from
the communication cycle (above), giving a little more depth to this powerful tool.
7. The results based economy and how we need to evolve:
This slide introduces the next chapter in the session, which covers results based activities for
individual improvement.
8. Service support activities with tips on how to apply it to the work place:
This idea suggests that people divide their desk in two for more effective outcomes.
9. Time types for maximum results:
In order to get the most out of a day, it is suggested that one breaks the hours into time types. This
time system is explained in detail.
10. Seven super suggestions that work:
The audience gets given some more Customer Service suggestions to chew on.
11. Video clip:
To close the session and suggest a leg stretch or tea break, an entertaining video clip is played.
12. Tea break:
Fifteen minute tea break is suggested...
13. The 25 Point Plan for world-class service:
This is one of the most effective tools one can implement into a business. It can be changed to
focus on sales results as well as customer service. The 25 Point Plan has been effectively designed
in an Excel spreadsheet and is included in the notes provided.
14. Motivating triggers behind customer service:
Broken down; there are two major triggers behind top notch customer service – we work through
both.
15. Why the best never stop getting better:
This slide highlights some of the major habits of a super star.
16. The Magnet Method for high impact:
In order to achieve targeted results one needs to establish techniques that attract these results. The
Magnet Method covers a number of slides in the presentation and highlights some effective ideas.
17. Back to basics with systems that work:
Some interesting framework systems are mentioned to “plant seeds” (ideas) in the minds of the
audience.
18. Golden Nuggets for immediate implementation:
We throw in some more “best practice” ideas for the audience to consider implementing or
improving on in their business.
19. Time management system for people on the go:
We close off session 2 with a time management system in one concise sentence for impact.
20. Video clip:
A martial arts video clip is played to highlight precision timing, dedication and focus.
21. Break:
A second quick break is suggested...
22. Social Styles explained for great communication: (Driver, Expressive, Amiable &
Analytical):
The third and last session is devoted to a clear and concise explanation of the Merrill and Reid
personality profiling system called Social Styles. A self evaluation profiling questionnaire is included
and referred to throughout the session. A more detailed profiling questionnaire is included in the
notes for those who would like to obtain more detail.
Herewith more detail on the Social Styles session:
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An introduction to the Four Social Styles
The behaviour grid & defining dimensions of personality
An individual profile per delegate
The four styles explained in detail
Defining words, characteristics, limitations & famous personalities
Other theories with approximate correlation
Style identification in others
Characteristics of the styles, including general outlook, how we talk, pace / tone of speech, body
language, communication style, responsiveness, listening pattern, work style, fears & stress
tolerance
Causes for conflict amongst the styles
Adapting oneself to the styles – the do’s, don’ts & communication tips to use
23. Close:
Presentation concluded.