“He is a first class presenter, knowledgeable and possesses the ability to hold everyone’s interest”
In our Delivering Customer Service Excellence course, we start the day off with an introduction to the 3 personality phases of our most challenging customers: the Egos, the Amiables, and the Analyticals (which I have adapted from the work of Orvel Ray Wilson, William K Gallagher, Jay Conrad Levinson in their terrific book Guerrilla Selling: Unconventional Weapons and Tactics for Increasing Your Sales).
Not only is this information a useful way of separating the people from the problem, it also illustrates how we all share characteristics of these phases, and from time to time may operate within these phases in order to cope with a lost of control, trust, or certainty.
Interestingly, as has become no doubt clear to ongoing subscribers of my little blog posts, this section is one of the most memorable and impacting of the course.
‘Getting Inside Your Patients’ Heads – I found this extremely helpful. I learned from every topic covered but felt I would most be able to apply the ‘Art of Giving Great Service.’ I would like to do that topic again. I personally thought Rod was an excellent trainer, a true professional, who managed to keep our attention at all times. No-one clock-watched throughout the entire day! It was most enjoyable and informative. He is a first class presenter, knowledgeable and possesses the ability to hold everyone’s interest. I thought he was an excellent example of someone who had truly found his or her niche in life! Which, I think, says it all.
Med PA, Yorkshire Eye Hospital, Leeds