Welcome!

Shields Mas Learning Resources, Inc.

  • Communication Assessments

Delivering Customer Service Excellence

  • Hiring for Customer Service Excellence

Managing Customer Service Excellence

Communicating Brand Value

  • Developing a Compelling Social Media Story

 
 

What we do…

Develop & Implement Compelling Social Media Stories: Working with our partner, we help organizations to “Thrive in the Reputation Economy” by creating a compelling and succinct story for social media of who they are and why they make a difference. A story that defines why they are in a strong position of leadership as “thought leaders” in their industry.

Enhance Brand Value: Having a compelling story begins with social media but must be followed up by honing the company’s executives’ skills and awareness to communicate about their Brand, its story and its values. Through our comprehensive Communicating Brand Value program executives develop a personalized delivery methodology that is thoughtful, compelling and concise that gains attention and leads to more prospects, clients and investors to “Yes.”

Develop & Delivering Customer Service Excellence: Communicating value in the reputation economy is also measured by how effectively a company lives up to the values it communicates in the services it provides. We provide the tools for building and reinforcing the company’s commitment to its values and aligning them with their pledge to customer service excellence. Our customer service development focuses on all aspects of building a committed and motivated customer service and management coaching team.
 

 

DELIVERING customer SERVICE excellence - for customer service representatives, managers and supervisors

We believe that there's a psychology to customer service.  Exceptional service derives from hiring the right people, reinforcing their value to the organization and customers they serve. Just as each individual is different, each team, department, unit or function also has different organizational needs and wants. We also understand that the daily responsibilities of managing and supervising can leave very little time for the "people" component.  That's where we come in.  We work with your organization's team to more effectively manage your customers so that they can continue to increase your customer base, increase sales, and increase customer satisfaction. 

communicating Brand Value

We all communicate.  Every single day.  At lightening speed, we talk, write, type, chat, and text.  And no matter if that communication is in person, the phone, or digitally orchestrated, we are constantly presenting our ideas, products, services, and ourselves to the world.  Sometimes we present formally -- such as at a client pitch or in a presentation to our managers.  Sometimes we present informally -- such as brainstorming at a weekly team meeting.  But no matter what the context, our success is directly correlated to how well we can inform, persuade, and motivate others in a call to action regarding the Brand we represent. 

 
 

Communication Assessments

strengths, WEAKNESSES, OPPORTUNITIES, THREATS.

"The improvement of understanding is for two ends: first, our own increase of knowledge; secondly, to enable us to deliver that knowledge to others."

John Locke
 

 

Communication Assessments

SMLR’s Communication Assessments provide a framework for identifying the organization's and employees’ goals, analyzing an organization's strengths and weaknesses, and the opportunities and threats that it faces. This realistic and rigorous analysis provides an understanding of the competition resulting in insights that will enable an organization to develop a coherent and successful competitive position in the marketplace.

 
 

DELIVERING CUSTOMER SERVICE EXCELLENCE

customers come first.  customers include your clients, your online networks and your employees. PROVIDE CLARITY OF PURPOSE TO YOUR EMPLOYEES; MOTIVATE THEM; REINFORCE THEIR VALUE AND THEIR CAPABILITIES AND YOU WILL HAVE CUSTOMER SERVICE EXCELLENCE.  

 

Delivering Customer Service Excellence

Dynamic Customer Servicr provides the motivation that inspires excellence in customer service (in-person and on the telephone). By helping your team understand and manage their attitudes and interpersonal skills, it motivates them to give outstanding customer service, as well as sell additional products and services. Course content includes: 

  • Recognize the impact that effective communications, personal accountability, knowledge, and personal demeanor have on customers and career;

  • Identify and apply the Four-Step Customer CARE Process for managing customers and providing outstanding service;

  • Effectively cross-sell products and services;

  • Apply techniques on how to not take it personally when handling challenging customers, and to do so with less stress and more confidence.

 
 

MANAGING CUSTOMER SERVICE EXCELLENCE

DYNAMIC customer SERVICE extends beyond the tactical components of customer service.  only when your entire team of managers and supervisors are thoroughly trained, provided with ongoing support, and encouraged to empower their teams, will you see marked improvements in revenue, employee morale, and bottom line profitability. 

 

Managing Customer Service Excellence

Managing Customer Service workshops provide managers and supervisors with skills, knowledge, and attitudinal awareness that will enable them to reinforce critical customer service concepts. It will enhance their ability to manage stress, improve customer service satisfaction, and take advantage of revenue-generating opportunities. Course content includes:

  • Assessing your team’s customer service effectiveness;

  • Managing and applying the Four-Step Customer CARE Process for outstanding customer service;

  • Managing your team’s cross-selling capabilities;

  • Assessing your current effectiveness as a coach.

 
 

COMMUNICATING BRAND VALUE

NO MATTER WHAT YOUR ROLE, YOU PRESENT YOURSELF TO Your stakeholders EVERY DAY. YOU PERSUADE, TEACH, INFORM, CONVINCE, and NEGOTIATE ON BEHALF OF YOUR TEAM, YOUR COMPANY, YOUR BRAND, YOUR COLLEAGUES, AND YOURSELF. ARE YOU PUTTING THE BEST VERSION OF YOURSELF AND THE VALUE YOUR ORGANIZATION PROVIDES OUT THERE?

 

Communicating Brand Value

On a daily basis, you are selling yourself and your organization -- you just may not know it.  How successful you are presenting yourself to your stakeholders -- clients, investors, fellow employees, your team, your superiors, potential customers, vendors, and those you most want to impress -- largely depends upon how well you sell your Brand and yourself.  Do you have what it takes to make a positive, lasting impression?  By working with us, you can learn how to:

  • Clearly articulate your Brand’s objective and goals;

  • Develop and communicate your story persuasively;

  • Demonstrate authentic passion and enthusiasm;

  • Capture attention: Get people to listen to you, your ideas, and your purpose;

  • Become more self confident in yourself;

  • Master the careful balance between non-verbal and verbal communication;

  • Create calls to action that result in "yes."

 
 

We Want To Hear From You

Interested in learning how you can help your team, organization, or company achieve excellence?  We want to hear from you.  Contact us to have a team member be in touch.