Sessions for Employees

Kids Are Talking!
Communicating and Listening Skills to Keep Your Customers -- and Yourself -- Smiling

• Suggested Audience: Managers, Employees, Office Staff, Directors
• Session Length: Flexible -- up to 3.5 hours of teaching time (not including breaks)
• Also available as a Conference Keynote or Breakout Session

Session Description:

Take your employees to the next level of commitment to customer satisfaction with "Kids Are Talking!"   This session begins with a discussion of your employees' job satisfaction -- stressing the positive reasons that they have for staying in their jobs.  We then pivot to ways to make their jobs even better by boosting customer satisfaction through learning to listen to their customers.

We'll describe who exactly our customers are, and what they're like.  We'll discuss the ways that kids communicate and what makes young customers so different from older folks -- and so difficult to reach.  We'll try to define what it is that out customers want from us, and how we can meet those desires.

Then, after we've established what we think we know, we'll move from the theoretical realm to the real world.  Together, we'll all do a collaborative walk-through of an actual research project that our company undertook to boost participation at an underperforming high school.  We'll examine the situation at the school before the project, and show how we used surveys, focus groups, and observation to find out what kids wanted.  With all of this information in hand, we'll challenge the group to devise a set of strategies based on what the kids told us.  Then, we'll describe how we actually used what we had learned from listening to the kids to make positive changes that drove participation up dramatically.  Finally, we'll examine how closely your employees' suggestions matched the set of strategies we put in place.

Throughout this process, we'll be challenging your employees to examine their assumptions about their customers, and encouraging them to harness the power of positive listening to increase both customer satisfaction and their own satisfaction with their jobs.

PLEASE NOTE: If your district or group has never taken part in any of our employee sessions, we recommend that you choose the "Turning Service Into Sales" session.  If you've had the other two sessions, then you know what to expect from this new one -- high energy entertainment and fun, generously laced with learning and insight!