Better You Archives - Convergent Experience

CUSTOMER JOURNEY MAPPING | CUSTOMER EXPERIENCE | SERVICE EXCELLENCE Foundation of Delivering Excellent Customer Service Understanding Customer Behavior Metrics in Service Excellence Managing Customer Complaints The Service Chain Creating the Buzz in Customer Service DEVELOP AND APPLY CRITICAL SKILLS OF AN EXCELLENT SERVICE PROVIDERThe Customer Experience is the ultimate test for a business specially for

CLARITY | CONNECTION | CONFIDENCE | EMPATHY | ASSERTIVENESS | LISTENING Foundations of Effective Business Communication The Communication Process Effective Business Communication Equals Confidence and Empathy Elements of Communication: Verbal, Written and Nonverbal Communication Barriers to Communication Confidence: believe you have the ability to communicate well Empathy: understand (but not necessarily agree with) other people’s

CONFIDENCE | INFLUENCE | PARTICIPATION | ACTION | RESULTS Forming First Impressions, Building Rapport, Establishing Baseline Audience Profiling, Developing Content Design Creating Presence, Enhancing Presentation Styles Body Language, Eye Contact, Facial Expressions Techniques for Impact: Use of Space, Voice Personality Engaging Presentations, Managing the Audience DELIVERING HIGH-IMPACT, EFFECTIVE PRESENTATIONSDelivering your message across requires more than

CREATIVE LITERACY | INNOVATION | ENGAGEMENT | LEARNING AGILITY Foster curiosity and exploration Benchmark with Innovative organizations Explore the 8 Creativity Tools The SCAMPER Framework Overcoming creative blocks Gaining creative confidence Creative Problem Solving Convergent and Divergent Thinking JUMPSTART INNOVATIVE THINKING CREATIVELYCreativity is crucial for the future and the single most important skill in the

SELF-MASTERY | EMPOWERMENT | COMMITMENT | PROACTIVENESS 5 Points of Power Personal Accountability Accelerated Development Relationship and Network Building Self-Mastery and Building Strengths Proactive Self-Starter Mindset and Skill Set Personal Effectiveness and Higher Performance Communication and Expanding Circle of Influence BE EMPOWERED, ENGAGED, PROACTIVE LEADERS Self Leadership propels individuals to have deeper self-awareness, realize one’s