Part I – Personal Power in the Workplace 101

Based on the core principles from the best selling book, The Power of People: Four Kinds of People Who Can Change Your Life by Verna Cornelia Price, Ph.D. , this session examines the role of personal power in the workplace and it’s impact on employee morale and productivity. The session also identifies the four types of powerful people and their roles in creating and/or hindering a positive work environment.

Part II - Personal Power and Quality Customer Service

Based on the premise that quality customer service is everyone’s job. This session provides customer service best practices tools and strategies that every employee, regardless of their job title can use to increase customer satisfaction, and improve bottom line results. Participants make the connect between their personal power leadership and positive results for both internal & external customers. Core topic include: Defining quality service, understanding how to up Customer Satisfaction, identifying why customers complain or don’t’ come back, understanding how to create the “ Adder Effect” in your work culture, recognizing the best ways to manage customer interactions, understanding how to “find the balance” needed to thrive amidst change and chaos.

Part III – Dealing with Subtracters in the Workplace

Every workplace has a few people who decrease morale while increasing negativity in the workplace. These people identified as Subtracters in Dr. Verna Cornelia Price’s newest best selling book, The Silent Cry: Dealing with Subtracters in Work and Life can be difficult, even awkward to deal with. This session provides simple but proven tools and strategies for dealing with all levels of Subtracters (i.e. bosses, managers, co-workers, supervisors) in the workplace. These techniques and strategies guarantee to restore a positive work culture on your teams and high morale and productivity in your organization.

Part IV - Service Leadership: The Next Level of Excellence in Customer Service

A follow up to Personal Power and Quality Customer Service, this session is designed for high performing customer service teams who are ready to attain new levels of productivity and profitability. Participants assess their service leadership aptitude and create a customer service vision for themselves and their teams. The session explores the five components of Service Leadership and provides strategies for creating a “Customer Service Charter” for the individual and the team.