Intervention Outline

Customer Service - The Calling

“Customer Service “Customer Service “Customer Service “Customer Service –––– The Calling” The Calling” The Calling” The Calling” outlines the concept of

Customer Service from the inside-out, placing emphasis on the

psychology of ServantServantServantServant----LeadershipLeadershipLeadershipLeadership and MavenismMavenismMavenismMavenism. . . . This is a

departure from traditional service interventions which aim to

generate “Customer Service muscle memory” – this requires no

engagement, only enactment - and is the differentiating factor

between Pragmatic T&&&&D’s interventions and others’ in the

market.

Servant Leaders are people who choose to serve first, and then

lead as a way of expanding service to individuals. The aim is to

marry Servant Leadership characteristics with a Mavenesque

orientation (A Maven is a person who connects other people to

the marketplace by disseminating information). Once this union is

negotiated customer service ambassadors become powerful

Loyalty ALoyalty ALoyalty ALoyalty Agentsgentsgentsgents.

“Customer Service “Customer Service “Customer Service “Customer Service –––– The Calling” The Calling” The Calling” The Calling” facilitates discussion around the

following topics:

1) The Context

2) The Concept

3) The Calling

4) Mavenism

5) Servant Leadership

6) Customer Loyalty vs Customer Satisfaction

7) The 4 C’s of Loyalty

8) Effective Communcation

9) Conflict Resolution

10) Effective Listening

11) The Psychology of Sales and Persuasion

“Customer Service “Customer Service “Customer Service “Customer Service –––– The Calling” The Calling” The Calling” The Calling” is packaged in response to

various contexts and presentation mediums. Pragmatic T&&&&D is

committed to collaboratively developing the clients’ unique

solution.

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