Allison & Associates

     We Care

WE CARE® , a professional and personal development process for improving customer satisfaction, has given customer service personnel in 15 countries the skills to negotiate with customers under stress, understand themselves and maintain personal balance, and leave at the end of the day with a tally of successful customer exchanges. WE CARE ® differentiates itself two ways: (1) WE CARE® treats the service giver before treating the service receiver. Service personnel consistently report increased confidence and effectiveness with customers. Customer satisfaction measurements show a positive increase. (2) WE CARE® is built on the premise that both service giver and receiver, when given a choice, prefer rational discussions to arguments, joint defining of workable options to power struggles, and being effective over disappointing exchanges. Customers report memorable customer service because their personal needs are heard, considered, and addressed. .      We Care Foundation Programs         WE CARE,® a Customer Relations Process Aimed at customer relations, this program thoroughly trains a dynamic, highly effective interpersonal relations model. Customer service training based on the premise that stress affects relating behavior, this model builds awareness of the three predictable, easily recognizable response patterns to stress. The focus of the training is learning to (1) stay balanced as a service giver (2) regain balance quickly when stress takes its toll and (3) recognize customer stress patterns and invite them to regain balance so customer service skills are the best possible. 8 hours    WE CARE® TEAMING, relating skills for quality Using the interpersonal relations model from WE CARE,® WE CARE® TEAMING teaches team members how to monitor their personal experience in a team setting. It establishes that the quality of communication between team members influences respect and willingness to invest in a team effort and provides tools to build trust between those whose work depends on each other's cooperation and coordination. It is an internal customer service training development program. 16 hours        We Care Follow-On Programs         COACHING WE CARE® Participants a follow-on program with WE CARE® or WE CARE® TEAMING as a prerequisite Participants in the WE CARE® foundation programs retain and further develop the program's customer service training skills with reinforcement from managers, supervisors, or other designated coaches. Following the COACHING WE CARE® Participants program, the organization's culture reflects an undercurrent of increased skill level and benefits from more improved relationships between employees, and between service givers and customers. 4 hours   KEYS to Quality Customer Service a follow-on program with WE CARE® or WE CARE® TEAMING as a prerequisite Purchasing customers enter the market place with particular values, perceptions, and paradigms that invite specific approaches from service providers. Learning how to recognize a customer's preferred way to be treated builds immediate rapport as well as attracting long-term satisfying relationships with customers. KEYS develops service giver sensitivity toward customers, furnishes tools to build confidence and a sense of empowerment with customers, and frees the organization to make balanced decisions about profitability and customer satisfaction through an intentional team building effort. 8 hours   WE CARE® LEADERSHIP, Credible Courageous Leaders a follow-on program with WE CARE® or WE CARE® TEAMING as a prerequisite Leaders are developed, not born. Leadership is approached as a set of skills that are trained. Trust and credibility, highest priorities essential for successful leadership, are the results of consistent, predictable communication and behavior, and are earned or destroyed daily with followers. This program outlines leadership stances, communication styles, and approaches to conflict resolution that lead to effective, satisfying leadership and growing, creative, enthusiastic follower ship and effective team building.