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Customized Customer Service Training

Training Topics

(Specific workshops and motivational speeches listed below)

“Entertaining, inspiring, and instructive.” Spalding University

Topics

Customer Service

Personality Styles

Email Etiquette

Listening

Communication

Self-esteem/Attitude/Motivation

Presentation Skills

Leadership

“Kelly Watkins delivers energetic presentations that are inclusive and
interactive. She thoroughly researches the background of participants in
her audience and customizes presentations to include specific industry
examples. A true pleasure to work with!” Foodservice Consultants Society Int’l

Applications

Leadership Development

Professional Development

Train the Trainer

Sales

Team Building

Management/Supervisory

Seminars/Workshops

Presentations are customized to meet your specific objectives.

No generic, off-the-shelf programs here!

These programs offer practical, nuts and bolts techniques with relevant industry-specific examples that participants can implement immediately.

(See below for on-going training series)

"tailor made to our agency...wonderful custom-made program.” VA Dept. Transportation

The PERfect Principles of Global Leadership

--In a PERfect world, leaders would be productive, profitable, & professional

In this cutting-edge program, Kelly Watkins doesn’t waste time on theories that have no place in the real world. She introduces a specific, pragmatic methodology for increasing revenue and effectiveness, based on these principles: PERformance, PERspective, PERception, and PERsonalization. By applying these techniques, you will improve your bottom line and your ability to communicate as a leader.

“Thank you so much for presenting your The PERfect Principles of Global Leadership to us yesterday. It was terrific! I’ve had nothing but positive feedback on the program.”
Phyllis H., AT&T

Who Am I? Who Are You?

Identify your behavior style. Build on your strengths and work on your limitations. Determine the behavior style of employees and customers. Then, adapt your style to communicate more effectively.

Create a Positive, Professional Image

Create a professional image by improving your verbal skills. Stand above the competition by using positive language and avoiding credibility robbers.

“. . . I have put in to use the Positive Statements discussed in your seminar and it has made me sound more willing to be helpful, without being negative. Thanks for the information.” L. Hardin, Monroe Shine

Cure the ZZZ’s: Enliven Communication

Learn how to use stories/examples to conduct better training, enhance communication, and create rapport. Discover practical techniques for telling stories/examples. This energetic speaker will share relevant stories for illustration and inspiration.

ABC’s: Above & Beyond Customer Service

Recognize the importance of customer service. Learn how to go above and beyond by: listening, exceeding expectations, and dealing with upset customers.

“I am really enjoying these training “seminars/workshops.” I myself am learning tremendously, and have all ready received tips that will help me in managing my team. Thanks again Kelly.” LeapFrog Interactive Agency

Train Employees to Give Exceptional Service

The only thing that distinguishes you from the competition is your employees and the level of service they offer. Discover practical techniques for developing customer-oriented employees. Learn activities you can use to make training fun and educational.

Public Speaking as a Marketing Tool

Discover ways to market your business by speaking. Then, learn practical techniques for giving polished presentations that sizzle and sell.

Will the Audience Throw Eggs?

Learn to give polished, professional presentations that sizzle with pizzazz! Discover specific techniques to: overcome nervousness; get (and keep) the audience’s attention; prepare efficiently; and present with confidence.

"Your help was priceless." P. Bridgewater, General Electric

Huh? What Did You Say?

Active listening helps you avoid conflict, decrease costly miscommunications, and create better relationships with customers and employees. Discover the three common barriers to effective listening. Learn how to overcome these barriers. Learn five techniques to improve your skills. Identify your natural listening style. Learn the appropriate style for different situations, and determine how you can adapt your listening skills.

“Learned while being entertained. (Made) you think and listen.” KYA Girl Scouts

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Keynote Motivational Speeches

“We all enjoyed your presentation this morning! What an interesting way to present leadership concepts.” Nat’l Assn of Women Business Owners

Leadership Lessons from Antarctica

Be the type of leader you’d want to follow! This visually-stunning, inspirational keynote also includes techniques for communicating as a leader. The inspiring stories show you how to survive in harsh environments – whether it’s Antarctica or in your industry. The entertaining examples provide specific suggestions to help you communicate more effectively as a leader.

Hear heroic tales of early explorers and their commitment to their crews.
And, ask yourself – How committed am I to my team?

Observe pictures of wildlife who thrive in brutal conditions.
And, ask yourself – How can I flourish in my work environment?

See stunning landscape photos and be inspired by the personal experiences of Kelly J. Watkins, who achieved her life-long dream by journeying to her seventh continent.

And, ask yourself – What am I actively doing to achieve my dreams?

Be entertained … Be inspired … Be a leader

“Your presentation was highly energetic, thought provoking and entertaining. It focused upon the skills that are necessary for effective leadership in today’s environment. It is obvious that you have the experience and expertise to assist others in developing an effective leadership style.” Executive Women Int’l

A Little Bit Matters

How do you exceed customer expectations and create memorable experiences in your industry? By occasionally doing big things? No. The best way to impress your customers is to do the little stuff – all the time. It's not only easier to obtain repeat business from happy customers, it's less expensive! And, happy customers tell others. Be entertained and inspired while discovering specific techniques you can use to improve the customer experience and increase sales.

Be prepared to be inspired. Don't let this motivational speech fool you. The relevant examples will spark your creativity, and you'll think of techniques you can use immediately in your business and your personal life. Then, the inspirational stories will motivate you to take action.

“Thanks to you for making this an outstanding conference.”
--Society of Travel & Tourism Educators

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In-depth Programs/On-going Series

In-depth programs are designed specifically to meet your objectives. A needs analysis is conducted to determine content and delivery methods (i.e., workshop, on-going series, CD/ROM, web-based, distance learning). Research includes interviewing employees, reading company materials, reviewing industry periodicals, and incorporating your mission and values into the program.

“You were a big hit! The staff really enjoyed the training. Through your sessions, we will make some definite progress.” John-Kenyon Eye Center

Leadership Institute

Learn practical leadership skills through a series of courses. Simultaneously, you work on real-world assignments that allow you to practice and apply the skills you are learning. This integrated program is custom-designed for your organization to teach the concepts relevant to you.

Supervisory Skills Certification

This is a series of workshops. Exact topics are selected based on your needs. Potential concepts: listening skills, verbal & non-verbal skills, presentation skills, behavior styles, providing employee feedback, coaching, training, and using positive language. (A condensed version is available as a one-day seminar.)