15 November 2019
Last Monday I was supposed to address the Customer Engagement Summit 2019 in London on the topic of winning and retaining corporate donor organisations.
While reviewing the programme of speakers the previous weekend I realised all the speakers, myself included, were talking about their achievements in enagaging customers, clients or patients.
Rather than be one of many, I decided to throw away my presentation and develop a completely new one focusing on providing the attendees with hard practical skills they could take home and implement immediately personnally or by training their colleagues, including call centre personnel.
Much of the material I presented was from our Schools Centre of Excellence Programme where we train school inspectors to train and empower the principals who report to them to turn their schools into centres of excellence. Examples provided to conference attendees included the Four Steps of Listening and the Four Steps of Praising. How to identify the customer personalities over the phone or face to face in order to provide each customer with an answer set out in the format which they will easily respond to.
The presentation was a great success. I’m glad I was able to help so many people.
If anyone would like a copy of the PowerPoint presentation or to discuss my presentation please email me at firstname.lastname@example.org