---

Hypnotic Customer Service
Cultivating the Art of Subconscious Loyalty

A customer's loyalty is an emotion that can be conditioned. This program uses psychology to infuse a "High Service State" in participants in order to deliver long-term results that create the foundation for a "Service Culture". It teaches the emotional triggers that leave customers feeling good about your company. The mental components work with the ability to direct customer emotion, dealing with conflicts and difficult customers, and creating a mindset that elevates innovation and creativity for delivering outstanding service.

Who Should Attend
customer service managers, customer service personnel, Sales managers and personnel, marketing managers and personnel, consultants, and anyone having direct contact with customers

Benefits of the Hypnotic Customer Service Workshop

---

Customer Service for Technical Professionals
This program uses elements of the "Directive Communication" discipline to transform technical professionals into genuinely caring customer directed individuals.

Because of the nature of brain processing patterns, people in technical fields are often misunderstood and thought of as only data oriented individuals that have little concern for the feelings of others. This misconception is because non technical people literally speak a different brain language and their expression of caring is sometimes not perceive as sincere. When technical professionals try to fake it by going through the motions of customer service theory, it still comes across as just that, fake, and produces medical results at best. This program goes beyond the standard "skills" training and takes the participant through a journey of self discovery. The experiential nature of the course facilitates individuals in accessing the parts of their brain that they use in other areas of life. This helps to develop the mental dexterity to sincerely communicate with customers combining technical expertise with emotional brain language to deliver outstanding service.

• Technical professionals will gain the ability to effectively communicate at a variety of different mental/emotional levels.
• Technical professionals will learn to think and act with more mental dexterity for better interaction with non-technical people.
• Technical professionals will gain the facility to cultivate greater EQ.
• Participants will be able to serve customers with a genuine sense of concern and be able to instill loyalty to the organization.
• The skill to redirect attitudes and perceptions will help participants to enjoy their work more and create a better interpersonal relationships with colleagues and customers.
• Participants will also be able to apply the "Directive Communication" strategies in their personal life to create more balance and better work performance.

---

Customer Centered Service for Healthcare Organizations
SERVICE CENTERED COMMUNICATION AND ORGANIZATIONAL ALIGNMENT FOR HEALTHCARE PROFESSIONAL

More productive communication and congruency between Doctors, Staff and Patients can make the difference in the ultimate credibility and efficiency of a hospital. The ability to effectively interact with multiple levels of personnel and patients breaks the barriers that are limiting necessary Doctor, Staff, Patient rapport, staff and patient loyalty, quality and profitability. Developing a healthcare professional’s communicative cohesiveness can be influenced through “Directive Communication”. The results will be less stressed, passionate individuals with healthy rapport skills that will elevate levels of confidence and productivity throughout hospitals. Branding efforts will also be augmented by the alignment of employees and customer service oriented brand identity. This program takes the extra stride to coach healthcare professionals beyond the ability to implement technique, and seeks to expose them to the emotional levers that will lead to the improvement in their and their patient’s quality of life.

It as been noted that healthcare professionals of some hospitals are in need of improving communication and rapport building skills and this has resulted in challenges in their ability to communicate concisely and effectively with their patients and each other. It is further noted that because of time constraints, condescension from senior staff, and stress, that this has been causing discomfort between patients and staff alike.

In order to reduce complaints from patients and family members on not getting the care, respect and attention that they need, Arthur F. Carmazzi has Designed a Directive Communication based program to immediately improve the communication skills of healthcare professionals and instill in them the necessary tools to build rapport not only with their patients but to the staff and colleagues as well. The program also includes self discovery processes that help participants to rediscover the reasons for joining the profession and creating a greater alignment with the vision for hospitals.

Objectives

• Healthcare professionals will have a better understanding of their own mental and communicative methodologies and will be empowered to take on roles that will develop and enhance their ability deal with the emotions of patients, their families, and colleagues in a hospital environment.
• Participants will have a greater personal bond with the customer centered values and better express its branding efforts in their own behavior.
• Participants will be pressed to confront their personal weaknesses and look for tools, techniques and strategies to transform their personal perceptions that ultimately lead to better communication and prevent stress.
• Participants will discover methods to access different centers of their brain in order to better connect with their patients and others in a compassionate and competent manner.
• Deliver an experiential interactive learning workshop where healthcare professionals will learn strategies to improve communication, influence patients’ action and emotion, and develop better synergies in the workplace
• Provide the framework for healthcare professionals to communicate for a total effect, to establish a balance between information and compassion within a minimal timeframe.
• Provide strategies that will assist physicians in further understanding the “Mind/Body” connection that can help to direct communication for healthier patient mindsets.

Methodology and Deliverables

• The two-day course is to be implemented by Arthur F. Carmazzi with an interactive and experiential approach for reinforcement of the lessons realized.
• Pre-Course evaluation
• Use of the CBCI brain profiling tool and the CBCA personal needs assessment together with a questioner to provide trainer and participant with clarity of outcomes.

Module #1 – Directive Communication for Healthcare professionals

Through the application of psychology-based and experiential methods, the initial framework of the program will establish proficiency in state management and a clearer understanding of the genetics of individual communication and how it affects the everyday working environment. Participants will work with the mental aspects of overcoming apprehension, increasing confidence, and establishing rapport with oneself, colleagues, and patients. The technical components will include the development of interpersonal acuity, how to determine individual communication styles, voice and body strategies. External Communication components will extend across the use of empowering questions to focus attention as well as, feedback strategies, effective listening, persuasion and motivating techniques, conflict management, and the essential framing and reframing strategies. The programs are interactive and include feedback for optimized proficiency.

Module #2 – Directive influence for better productivity

This module engages the use of techniques that allow participants to preempt and manage communication with a busy schedule. We examine and learn the behaviors and rules associated with group dynamics, consensus building and the essential elements of working in an environment where enthusiastic cooperation between different hierarchies is essential for effective operations. It also covers self-discipline, planning, and the outcome approach to better communication. During this module, we work with the participants to realize the how to gain instant insight as to how patients process information and how to use the information to direct communication concisely. It is then followed up with applications that influence emotion, action, and understanding. These strategies also assist each individual to gain leverage on themselves as a means to taking steps towards constant implementation and improvement that will lead to long term change. The participants are cajoled to take immediate action within their respective departments and share the strategies they have learned with their subordinates and collogues to further achieve synergistic interaction.

Module #3 – Multidimensional communication in the Real World

This module maintains a flexible, maintainable structure that enables the participants to move from the controlled environment of the classroom to the Real World. Each participant can identify opportunities to lead, nurture the Communicator mind-set and take the action to enhance their Leadership skills. Each participant will take steps to improve their Communication dexterity and practice strategies introduced in modules one and two into real life situations at work, at play, and in their household. A creativity development session will also enable participants to innovate original solutions to current problems with time, staff, patient family members and patients, including role-playing and interactive lessons to better illustrate points.

Post course Follow-up

Individual feedback sessions to fine-tune participants’ coaching skills will be carried out 2 weeks after the course to:

• Create a strong foundation that strengthens a person’s ability to deal with problems and people in an effective manner.
• Affect change within an individual’s perceptions of their health or work environment and carried over to enrich their lives.
• Build essential skills that will cultivate rapport and influence the emotions and actions of themselves, their patients, subordinates, colleagues and suppliers.
• Enhance skill levels in handling people and enable individuals to reach higher levels of excellence, productivity and personal success.
• Immerse participants in interactive exercises that will develop confidence and competence.
• Develop superior communication skills that can be applied to excellence in leadership, sales & marketing and customer service.
• Help participants develop new strategies that will not only make work more rewarding, fun and less stressful, but take their professional and personal relationships to a higher level.
• Force multiplication skills whereby participants will have strategies to multiply the knowledge they have gained through their peers and subordinates.