1) Three key takeaways each for Leadership session and Customer focus session. These will allow me to start working on a participant resource. If those takeaways have a graphic associated (like the compass you mentioned), it will be really helpful to have those as well.
2) An executive summary of the material for the three sessions you are leading (leadership, customer focus, and commitment). I know you don’t provide your slides, and that is fine. All of this will help me provide a design review to my Leaders, and I need the executive summary in order to provide that.
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- The single, most critical leadership tool is a clear, concise, compelling vision.
- Training and development are vastly different strategies for involvement.
- Why clear accountability is critical to organizational vibrancy.
- Commitment isn’t needed until the honeymoon-phase wears off.
Leadership Executive Summary:
Thesis: We judge ourselves on our intentions, others judge us on our behaviors.
Through the interactive session filled with questions, common sense, and paradox, participants will discover (or be reminded) that world-class organizational success rises or falls from your collective leadership culture. Each leader is CEO of You, Inc. Ultimately, world-class achievement and sustainability stems from your leaders.
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Customer Service takeaways:
- The bullseye for your organization’s customer service efforts needs to be so easy to hit that any employee at any time can do it blind-folded.
- Viewing your customers with a holistic, 360 Analysis, you have 300% more (than your competitors) ammunition for all employees to hit the bullseye every day, all day.
- The secret ingredient to create and sustain world-class customer service architecture is a unifying goal.
- Consistently delivering exceptional service is the key to being world-class and having a decision tree comprised of three or four prioritized service tenets ensures consistency day in and day out.
Customer Service Executive Summary:
Thesis: Exceed expectations, pay attention to detail.
Through the interactive session filled with questions, common sense, and paradox, participants will discover how you provide world-class surprise and delight for your customers. Great organizations outdistance their competition when every employee understands and becomes committed to your Customer Service architecture.
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Commitment Activity Takeaways:
- A small spark, a simple yet catalytic event, is the DNA of transformational change.
- Individually create and capture on paper an easy and simple goal with a 72-hour deadline to act as your catalyst.
- Writing a goal down and sharing it with an accountability partner doesn’t guarantee success, but makes success exponentially more likely to occur compared to when no commitment promise is made.
Commitment Activity Executive Summary:
Through simple and individual reflection of content, each participant commits to achieving a goal within 72 hours – the caveat being the goal cannot require Leadership, HR, or Finance approval. After participants write a letter addressed to themselves, they verbally exchange ideas (and contact information) with a colleague and pinky-swear to check on each other. The collective sense of accomplishment – and contribution – is a timely catalyst for the larger enterprise. Letters are mailed out so every participant can self-evaluate their results and formulate their next 72-hour challenge.
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