TRULY EXEPTIONAL CUSTOMER SERVICE IS SO RARE TODAY THAT IT HAS BECOME THE ULTIMATE COMPETITIVE ADVANTAGE.

Every day, businesses frustrate their customers and employees. Unfortunately, a lack of recognition of this frustration and an inability to respond proactively cost businesses in terms of employee output, customer satisfaction, loyalty and ultimately – productivity and profitability.

Recent research shows this cost to be over $300 billion annually for employee productivity alone. Part of the challenge is that terms such as ‘customer service’, ‘teamwork’, and ‘productivity’ are open to different interpretation based on the unique way we see the world around us.

89%

of customers have stopped doing business with a company after poor customer service

CNN
CocaCola
General
GoldCreek
Mohawk
Progressive
VisionsFCU
Weather
Cartier
AltiSource
AIG

WE HAVE EXPERIENCED A DIRECT AND MEASURABLE IMPACT TO OUR BUSINESS AND BOTTOM LINE THROUGH OUR INVOLVEMENT WITH OXLEY’S 4 FACES OF FRUSTRATION PROGRAM

Greg Syfan,

– President Syfan Logistics

DISCOVER

Each person has a unique way of seeing the world.

ENGAGE

Learn new skills and behavior and embed them for long term change

ADAPT

Increase the speed of execution around key performance metrics & goal achievements

TALK WITH A COACH

Discover how The 4 Faces of Frustration Program has helped organizations just like yours radically improve team work and customer service.

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“I was fortunate enough to have met Andrew early in my management life and the coaching skills he has provided have had a direct and measurable impact on my career.”

KEITH DALY – PRESIDENT, PERSONAL LINES AT FARMERS INSURANCE

“We have taken various training classes from Andrew. Unlike others, his classes are not just ‘rah, rah’ motivational courses. Andrew’s courses are real nuts and bolts that one can implement into their business. What we have learned from Andrew has had a direct positive impact on our bottom line and how we operate.”

LOU MORANO – OWNER, CAPITOL CARPET AND TILE

“Andrew, without question, is the best facilitator of leadership training that I have ever encountered in my 20 year professional career. I would stronglyrecommend him to any organization looking to increase productivity or enhance the skill set of a team”

CHRIS GREENE – CHIEF CLAIMS OFFICER, CANAL INSURANCE.
KEITH DALY – PRESIDENT, PERSONAL LINES AT FARMERS INSURANCE
LOU MORANO – OWNER, CAPITOL CARPET AND TILE

WHAT MAKES THE 4 FACES OF FRUSTRATION SO DIFFERENT?

When it comes to changing the way that employees engage with each other and their customers it is not enough to review the same tired old strategies that have not worked before. Participants in the 4 Faces of Frustration Program are actively engaged in the learning process. Participants will experience the different ways that people interact, solve problems and address challenges. This active involvement in the learning process leads participants who dreaded attending to claim it was the best training program they had ever experienced.

4 STEPS TO TURN FRUSTRATION INTO DELIGHT The first step in turning frustration into delight is to DISCOVER the different ways people interpret words such as ‘customer service’ and ‘teamwork’. Participants ENGAGE in active learning to define their priorities and what would cause them to be delighted with the outcome they receive. They then ADVANCE their understanding of the different perspectives people have with ‘customer service’ and ‘teamwork’. Finally, participants are then able to set an action plan to change and ultimately PERFORM in a way that will not frustrate the very people they seek to delight.

PROGRAM FORMAT: A pre-program assessment is conducted with all participants to identify their personal communication style.
During the program participants will be actively engaged in the learning process. Participants will both experience the different way s the four interaction styles solve problems and address challenges, and see for themselves how customer service is not a static concept – different customers experience great customer service in different ways.
Participants will receive a detailed 24 page report that will allow them to understand their preferences in the areas of communication, motivation, and management style. Each individual will have specific areas of improvement to set a Plan of Action around.
The group leader will also receive a detailed Team Behavioral Report that will suggest preferential team interaction styles and how both individuals and the team can adjust their style to maximize team productivity.

Click here to see how your team can turn frustration into delight.

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