The new HOLLYNOW! streaming video course is powerful, effective, and applicable to any business that has a service component.

The course modules are entertaining, using humorous, real-life anecdotes and actual examples from more than 20 years of service business experience. Employees rave about the workshops -- and employers rave about the results.



Module Topics

· The Psychic Salary™ -- Understanding the valuable second paycheck you earn when serving others.

·The Me Sign™ -- Uncovering human needs, and how to balance them with business needs.

·The Button Pushers -- Transforming your negative reactions to difficult customers into positive, thoughtful customer connections.

· Being Right is the Booby Prize --  Learning how the “need to be right” compromises your ability to provide thoughtful service to your customers.

· Making “No” Fly -- Making “No” easier to say, hear and accept when there is no way to say “Yes” to a request.

·The Art of the Apology -- Knowing how to sincerely and artfully apologize when customers are upset.

What’s included in each module

·         Holly Stiel training videos

·         Self-Study Workbook

How does it work?

Subscribers have access to all the on-line videos and module materials for the length of the subscription.

 Module One - The Psychic Salary™

Module Purpose

Everyone is aware of how much they are paid to do their jobs. But, few people are aware of the second paycheck they earn when serving others. In this opening module, Holly opens participants' eyes to the endless ways we pay ourselves a second paycheck. Holly calls this the Psychic Salary™. In many cases, this other “paycheck” is more valuable than the monetary one.

Module Objectives

At the end of the module, participants will be able to:

·         Explain how they earn both a monetary salary and a Psychic Salary™ whenever they serve others.

·         Identify their personal Psychic Salary™.

·        Explain how knowing their Psychic Salary™ can carry them through even the most challenging situations.

Time Needed:  20 – 35 minutes

The video is approximately four minutes long, and there are two activities within this module. 

Module Two - The Me Sign™

Module Purpose

In today’s busy world, it seems as if everyone is wearing a giant sign on them that says ME. As a customer, this Me Sign™ expects service and wants it now. The purpose of this module is to uncover the four basic human needs that underlie everyone’s Me Sign™. After identifying these four basic human needs, participants explore strategies to meet these needs and turn their personal Me Sign™ to a We Sign.

Module Objectives

 At the end of the module, participants will be able to:

·          Explain why every customer is wearing a Me Sign™.

·         Identify the four basic human needs underlying the Me Sign™ (the human needs underneath the business needs).

·        Identify strategies to meet these needs and turn our Me Sign™ to a “We” sign.

 Time Needed : 30 – 45 minutes

The video is approximately six minutes long, and there are two activities within this module. 

Module Three - The Button Pushers

Module Purpose

The purpose of this module is to increase participants’ awareness of how certain customer behaviors can “push their buttons”* and how to transform instinctual negative reactions into positive, thoughtful customer connections.

Module Objectives

At the end of the module, participants will be able to:

·         Explain how interacting with the negative 2% - 5% of their customers can impact how they interact with the other 95% - 98% of their customers.

·         Explain the difference between a transaction and a connection.

·         Notice the negative customer behaviors that “push their buttons.”

·         Name the emotions that these negative customer behaviors evoke in them.

·         Choose an alternative, positive response: take the high road.

·         Identify six common customer behaviors that can “push their buttons” and the emotional needs behind each behavior.

·         Explain how to positively respond to each type of behavior.

Time Needed

75 minutes – 95 minutes

The video is approximately 21 minutes long, and there are four activities within this module. 

*The phrase, “push your buttons” means that something has happened that causes you to respond in a negative/emotional way such as getting angry, lashing out, or becoming resentful.

Module Four - Being Right is the Booby Prize

Module Purpose

 Almost everyone likes to be right. However, when serving customers, it’s more important to make them feel you care than to know you are right. The purpose of this module is to make participants aware of everyone’s tendency to want to be right and to learn that being right has very little to do with serving customers.

 Module Objectives

 At the end of the module, participants will be able to:

 ·         Explain why it’s sometimes difficult to allow others to be right.

 ·         Explain why it’s so important when serving others to let go of having to be right.

 Time Needed:  30 – 45 minutes

The video is approximately six minutes long, and there are two activities within this module. 

Module Five - Making “No” Fly

Module Purpose

When there is no way to say “yes” to a customer’s request, how do you say “no” in a way that is easier for you to say and easier for the customer to hear? This module demonstrates and allows participants to practice a simple and effective model they can use when they have to say “no” to a customer’s request.

Module Objectives

At the end of the module, participants will be able to:

·         Identify situations where it is not possible to say “yes,” and you have to say “no” to customers.

·         Explain why customers are particularly annoyed when hearing phrases like “It’s our policy.”

·         Respond to customers using the Wings of No™ to make “no” fly.

Time Needed:  55 minutes – 1 hour and 10 minutes

The video is approximately 19 minutes long, and there are three activities within this module. 

 Module SIx - The Art of the Apology

 Module Purpose

As hard as we try, sometimes things go wrong and customers get angry or upset. Whenever customers are upset, they must receive a sincere apology. As we previously learned in the Wings of No™, the first step is always empathy, and it is the same with the apology. The apology is especially necessary and important when there are no alternatives to offer. We must know how to artfully apologize. The purpose of this module is to train participants in the Art of the Apology so they will get an A in service every time.

 Module Objectives

 At the end of the module, participants will be able to:

 ·         Explain why no one is ever truly satisfied unless they receive a sincere apology.

 ·         Use the Art of the Apology to provide customers a sincere apology.

 Time Needed:  35 – 40 minutes

 The video is approximately seven minutes, and there are two activities within this module. 

 

 

 
 

 

 

 

 

  
 
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