joegenduso.com, Exceptional Customer Service


			EXCEPTIONAL CUSTOMERSERVICE

			Professional Skills for Bottom Line Impact A ONE-DAY SEMINAR
	Let Joe show you how to- Motivate Educate Inspire ”Thank you for a brilliant and riveting day. Everyone who attended the seminar had nothing but praise for both the style and content of your presentation.” Ross J. Smith Marketing Mgr. Coldseal Contact Us		"You can get whatever you want out of your life, simply by helping enough other people get what they want out of theirs". Zig Ziglar Are you looking to gain cooperation, credibility and respect? Have you ever been taught how to deal with difficult customers? Is a shrinking market or competition putting more demands on service? Have your emotions ever gotten the best of you? Do you have a need to establish plans of action that your organization will support? Do you read body language? Are you aware of what your saying when your not saying anything at all? Are you in a position to influence and educate others? Has the phone become the enemy rather than a vital tool? Do you have the ability to tell a potential customer "NO" and still win them over? Has the customer ever intimidated or steamrolled over you? Is all the hand-holding and babysitting of existing customers exhausting you? The degree of your ability to inform, inspire and persuade is the direct result of your knowledge, experience and self-belief. In this powerful one-day seminar, Joe Genduso will educate and motivate you to achieve your greatest potential. As a 23 year old manager with a staff of 35 Joe realized early on that he had a lot to learn about influencing people. Often referred to as "kid clip-board", not exactly a term of endearment, Joe became aware of his strengths and weaknesses and also became a good student. In the world of Merges and Acquisitions Joe consulted with businesses in New York City. Working with top level executives entrenched Joe in the bottom-line consciousness of real-world management. Almost 20 years later Joe continues to pride himself on his philosophy of continuous learning. Joe Genduso has delivered over 1,500 professional presentations. Joe's presentation style has been called dynamic, genuine, enthusiastic, enlightening and a heck of a lot of fun. Joe has captivated audiences on 3 continents and every state in the country. As a professional speaker and management consultant since 1994, Joe has worked in every sector of the business world and has enjoyed educating and inspiring audiences around the globe.
	“As a trainer myself, I found Joe to be very insightful and motivating throughout the day. A captivating speaker !” Nancy Craig training Mgr., Executary "Hey Joe, why so intense?"		If you want to… Ø Develop, teach or revisit real-world customer service skills, Ø Become the leader people are eager to do business with, Ø Establish a confident presence and the respect of customers, Ø Maintain emotional integrity during difficult situations, Then you will want to attend ... EXCEPTIONAL CUSTOMERSERVICE

			An Exciting One-Day Event
	“Your energy, enthusiasm, and ideas provided for a thoroughly provoking session. I was impressed with your ability to captivate our managers’ attention every moment of the day.” Aaron Shipper VP/Marketing The Loewen Group Contact Us “Once again, YOU HIT THE MARK, your enthusiasm, professionalism and genuine caring attitude and commitment to customer satisfaction is apparent and refreshing." James Gillis Senior Org. Dev. Bechtel Bettis		When opportunity knocks… Educating. Coaching. Phone Etiquette. Account Mgmt. Training. Counseling. Responding to Negativity. Networking. Motivating. Dealing with Emotional Outbursts. Organizing. Time-Management. Problem-Solving. Stress Management. Hand Holding. Resource Utilization. Innovating. Quality Control... This course is designed to develop the accountability and responsibility of the individual. Customer Service Professionals are truly multi-dimensional individuals. We are master negotiators fostering a Win-Win philosophy. We are excellent communicators, motivated to get things done right the first time, every time. We continue to excel while inventory demands, segmented markets and customer behavior can frustrate. We are problem solvers, handling all situations with professionalism and discretion. We are project managers, mediating solutions and negotiating compromises. We are cheerleaders maintaining high morale while expectations are constantly changing. We mentor new and younger employees while facilitating older more seasoned relationships. We are account managers, close enough for rapport, distant enough to maintain credibility. We are tug-of-war authorities, with the goals of upper management pulling us in one direction while the needs of our customer, very often, pull us in the opposite direction. Do any of these situations sound familiar? You are not alone. What most people do not realize is that these skills can be learned, and even mastered.
	“We have made a company-wide commitment to treat your training session as a watershed experience for all of us to collectively raise our standards." Steve Madincea PRISM “Joe has the amazing ability to educate in a real-world context and to merge the personal with the professional." M. Martinez Mgr., Member-Services Health Partners, Inc.		Contact us to learn how Joe could present a tailored program for your organization. In this program, participants will learn: How to build lifetime relationships with customers. 10 ways to WOW the customer. How to create empathy for your customer by recognizing their emotional state in difficult situations. How to eliminate negative first impressions. Why you should never answer on the first ring. A 5-step problem-solving method that can be implemented immediately. How to insure a positive influence on co-workers. How to become an active listener and 10 types of noise that must be eliminated. Why problems and disappointments give us the greatest opportunity to exceed customer expectations. How to develop and implement a personalized game plan for performance improvement. How to lead customers and prospects through times of transition and change. How to plan, organize and maximize the day, the week, the year and a lifetime.
	“BRAVO!” Dale C. Hammes General Manager Loudoun County Sanitation Authority		Who should attend… New Customer Service Professionals; You have always been good with people and now it's time to put it to the test. Seasoned Professionals; You are so immersed, in the day-to-day activities, the years fly by without reflection. Soon-to-be Supervisors; Your organization wants to prepare you and minimize the learning curve. Team Leaders; When you have all the responsibility without all the authority. Mid-level Managers and Supervisors; A great refresher. Let Joe coach you on coaching them. Senior Management; You know we can all pick up a new idea or be reminded of an old gem. This program delivers the latest tools in relationship building and conflict management, reflecting today's demanding and ever-changing work climate.
	“Your ability to make Supervision come alive was a real treat, we all felt energized after your presentation." “The seminar was undertaken in such a professional manner, at the same time generating an abundance of energy, interest and humor. Very impressive!” Mel Clark Manager Barclaycard		In EXCEPTIONAL CUSTOMERSERVICE, You will learn: Ø How to work the phone like a pro, directing conversation to a mutual solution. Ø How to create rapport in a 1 minute conversation. Ø How to avoid personal attacks, aggressive language and other emotional pitfalls. Ø Why your tone influences their tone and behavior. Ø 10 time-management tools that must be embraced. Ø Why you only think you're a good listener. Ø How to feel comfortable in your own skin. Ø Your communication style and how to adapt to each individual customer. Ø How to overcome the mental barriers that limit your success. Ø How to evaluate your performance without de-moralizing yourself. Ø How expectation and vision determine outcomes and paychecks. Ø Customer surveys and why they should be embraced, not feared. Ø How to stand out in a crowded field of competition. In this dynamic one-day event, Joe will teach you how to increase your bottom-line, guaranteed.
	Contact Us “Not only are you a dynamic, motivational speaker, but you have the a rare talent of tailoring your programs in a way that makes employees feel like you work here...” Laura DiIoia HR University at Buffalo		Guarantee At joegenduso.com we do not take the commitment of time and resources lightly. Our guarantee speaks for itself. If for any reason you are not completely satisfied with your seminar experience we will gladly refund your investment in full. PersonalCoaching IN-HOUSE Programs Just imagine how much more efficient your workplace would be if your entire customer service team had access to the ideas and strategies being offered in this program. Over 100 companies have brought Joe into their organizations to close performance gaps and achieve new levels of performance excellence. To view a client list and read testimonial letters click on CLIENTS. To inquire about bringing Joe in for a tailored program reach us at CONTACT US.
	EXCEPTIONAL CUSTOMERSERVICE
	Joe Genduso has enjoyed a professional relationship with the following organizations… Hofstra University North Fork Bank CMP Media ADP Johnson & Johnson New York Times Kraft Foods US Navy Nikon American Standard Northeast Utilities NYC Dept of Health Griffin Hospital Long Beach Schools Deloitte & Touche Columbia University Computer Learning Center USP&G Long Island Assoc. Group 1 Software Omni Point Novartis KAPL		Unmatched Quality If you have ever attended a Business Seminar or Conference then you know how vital the individual leading the presentation is. Have you ever looked forward to a day of learning only to be disappointed with a seminar leader who lacked the motivation and enthusiasm you were looking for in a facilitator? When you attend any of our programs you don't get any random seminar leader, you get our founder. Joe Genduso established this company knowing that the quality of the presentation is paramount. Learning Materials All programs include a convenient summary of the seminar. The handout provided will give you a place to take notes as well as a way to review your seminar experience. Tax Deduction If the purpose of attending any seminar is to help you maintain or develop skills pertaining to your employment or business, expenses related to that experience may be tax deductible. Consult your tax advisor.
			A Fun One-Day Seminar for Professionals Exceptional CustomerService If you would you like to… reduce the stress that comes with the responsibility of the job, increase performance immediately, deal more effectively with customers over the phone, eliminate the emotional rollercoaster of problem-solving, keep yourself motivated, maintain emotional integrity when dealing with difficult customers, embrace customer disappointment as the reason for having a job, welcome the constructive feedback from internal monitoring, eliminate "hold" from your life forever, enjoy the job, everyday, then "Exceptional Customer Service" is for you.
			joegenduso.com

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	“As a motivational speaker Joe created enthusiasm and inspiration for my staff." Sharren Redlein Mgr. North Fork Bank		ABOUT CLIENTS SEMINARS AUDIO TAPES TESTIMONIALS CONTACT HOME