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About the Jennings Company
The Jennings Company is a training firm that offers workshops, training material and consulting designed to produce business results. The founder and principal, Margaret Jennings, specializes in providing enthusiastically presented workshops that are tailored to your situation in order to help you achieve your business goals. Each workshop is enhanced with a professionally produced workbook to increase learning and provide a reference for review. Participants learn best through discovery, so workshops are filled with hands-on learning experiences. Margaret founded her company in 1988.
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What you'll get when you hire The Jennings Company:
- The latest thinking about how to increase employee productivity and improve customer loyalty
- An engaging presentation that will assist your employees to learn by being actively involved
- A professional presentation, using the latest training and presentation technology, which will get you the best results possible
- The opportunity for your employees to have fun while they learn (Everybody likes it better that way.)
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About Margaret Jennings
Margaret is recognized by both her peers and her customers for her ability as a trainer.
She is a Past-President of the Portland Metropolitan Chapter of the American Society for Training and Development. There were early signs of Margaret's success as a trainer. She began speaking to groups in high school where she was an award winning competitive speaker.
Here is what participants in Margaret's workshops have said:
"I've taken many, many customer service courses. Trainer was far and away the best one I've dealt with." Insurance Company Employee
"This was a very good training session. The upbeat attitude of the instructor was great in that my attention was always on the subject. There was never a dull moment." Insurance Company Employee
"Great day! Very relaxed, informative and pertinent information." Hospital Employee
"The instructor was great; personal and funny. I enjoyed her teaching." Business Products Employee
(The training) "pointed out a lot of areas that I need to work on/re-evaluate." High Tech Help Desk Employee
"I appreciate that you did your homework on our environment." High Tech Help Desk Employee
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Workshops Offered by the Jennings Company
- Exceptional Customer Service
- Customers have come to expect a high level of service. The consequences of failing to meet customers' expectations range from unpleasant interactions with customers to lost business and dwindling profits. This workshop gives participants essential skills for providing exceptional customer service, including dealing with unhappy customers and words and phrases you must avoid.
- Telephone Customer Service
- Handling customers discourteously or ineffectively on the phone is a bad start to what you had hoped would be a good interaction. The relationship you hoped to build will now take more effort, or worse, will never recover. Learn the telephone procedures and customer service skills required to provide exceptional customers service and deal successfully with unhappy customers on the telephone.
- Dealing With Difficult Customers
- Ugh! Unfortunately most service providers have to cope with difficult customers. That's because service problems often bring out the worst in people. Interactions with these kinds of customers create tension and lack of satisfaction for both the caller and the service provider. This workshop uses the DiSC Personal Profile System as a basis to help service providers understand how and why some people become difficult customers. It covers information about the motives of difficult customers and the best options for coping successfully with them. This is a serious topic that easily lends itself to humor.
- Help Desk Customer Service
- This workshop covers key skills for providing exceptional customer service in a help desk and support services environment. There is a focus on special skills for this environment including questioning skills to diagnose technical problems and telephone voice quality. This workshop also includes skills for managing dissatisfied customers.
- Providing Exceptional Service to Patients
- With increased pressure that has resulted from managed care and with higher service expectations from patients, service work in hospital and clinic environments has become increasingly stressful and challenging. This workshop provides essential skills for providing exceptional service, but takes into consideration the attitudes and additional skills that are needed when dealing with patients (who are sometimes sick) in a high stress environment.
- Managing for Customer Satisfaction
- For your organization to become customer-oriented, managers will need to support customer-oriented behaviors and policies. This workshop teaches managers the kind of employee actions that need to be supported, ways to look differently at your organizationıs policies, and critical tools for supporting a customer-oriented way of doing business.
- Leadership Development
- In a successful organization, leaders can be found at every level, from the boardroom to the mailroom, from the chairperson's office to the customer service desk. Take advantage of all the leadership available in your organization by training leaders to understand and use the latest thinking in the field of leadership. This workshop also utilizes the Dimensions of Leadership ProfileTM to help participants identify and use their own leadership strengths and understand their leadership weaknesses.
- Presentation Skills
- Most people would put public speaking high on their list of anxiety-producing activities. When your presentation is effective, others are well informed, convinced or well trained. Poor presentations create lack of interest and/or buy-in to important ideas. This workshop will give you the skills to make effective presentation that are enjoyable for both your and your audience.
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Speeches
Margaret Jennings provides entertaining, energetic and informative speeches. When you ask Margaret to speak she will:
- tailor her presentation to your situation
- illustrate her points with humorous stories and examples
- use color slides or transparencies to bring additional excitement to her presentation
- include easy audience participation activities to help people learn and stay invloved
- provide a master copy of note pages (for handouts) that relate to her slides or transparencies
- My Best 25 Customer Service Tips
- Some people collect stamps. Margaret collects customer service strategies and tips. These tips include her best which have be collected mostly from personal experience and participants in her workshops. The focus of this session will be on quick and easy ideas that you can take back, put into use quickly, and share with others. It will be presented in a format that is useful for both managers who want to pass the ideas on to staff, and for those who will be using the ideas themselves.
- How to Stay Ahead of Difficult Customers
- Ugh! Unfortunately most service providers have to cope with difficult customers. Thatıs because service problems often bring out the worst in people. Interactions with these kinds of customers create tension and lack of satisfaction for both the caller and the service provider. This presentation was developed specifically to address the types of difficult customers encountered by help desks. It covers information about the motives of difficult customers and the best options for coping successfully with them.
- How to Turn Dissatisfied Customers Into Happy Customers
- A dissatisfied customer presents the unique opportunity to build high levels of satisfaction and loyalty. Customers often have greater confidence in a service organization after a tough situation is handled well than after a casual interaction. This session approaches dissatisfied customers as an opportunity to turn lemons into lemonade. While it is a serious subject, it is also one that lends itself easily to humorous examples and stories.
- Making Customer Service Training Stick
- Customer service training is important and expensive. Unfortunately, it sometimes seems to go in one ear and out the other. The solution to making training stick lies in advance preparation and involvement by managers. This session begins with a Top 10 List (David Letterman style) of the ways to know your training will fail. It covers the steps you can take to help your staff retain and use training.
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Training Products
Margaret is a Carlson Learning Company distributor, and can make these popular training products available to you.
- Personal Profile System®
- The Personal Profile System® is one of the most popular learning instruments ever published, with more than 12 million copies used in the past two decades. Individuals, businesses, and organizations in 44 countries rely on this proven self-assessment tool. The Personal Profile SystemTM is based on the DiSC® model which groups behavioral responses into four dimensions or clusters: Dominance, Influencing, Steadiness, and Compliance. The graphic approach used in this instrument makes complex behavior science, simple, learnable, and transferable to the job. The instrument helps respondents increase their understanding of themselves and others so they can minimize conflict and work effectively with other people. The cost is $12 each.
- Dimensions of Leadership Profile®
- In today's decentralized organization, leaders and committed followers are needed at every level. This instrument helps people learn 12 basic dimensions of leadership. They can then develop action plans for applying their new insights to personal leadership styles or organizational situations. This instrument also lets people learn what kinds of leaders they prefer to follow, and helps people determine the dimensions of leadership needed by their organization. The cost is $13 each, which includes the latent ink marker needed to use the instrument. The cost is $12 each.
- Time Mastery Profile®
- Most people want to be more productive. They just need to identify their poor time usage habits and learn how to change. The Time Mastery Profile offers insight into an individuals time management strengths and weaknesses using a carefully designed 60 item questionnaire. This instrument includes simple and practical methods to help respondents address issues that need improvement. The cost is $15 each.
- Stress & Coping Profile®
- The Coping and Stress Profile® simplifies the complex connections between work life and personal life. It engages learners in a process that provides critical insight into how stress is one area of life impact other areas, examines how coping resources in one area can be used to decrease stress in another, and shows the relationship between stress, coping resources and overall life satisfaction. This instrument helps employees to develop an effective plan to take charge of the stress that impacts their productivity in the workplace. The cost is $15 each.
- Innovate with C.A.R.E. Profile®
- The Innovate with C.A.R.E. Profile® is a useful tool to increase creativity in the workplace with any individual, but especially with teams. It works by helping people identify their innovation style, then learning the important contribution they have to make in the innovation process. It brings together the "idea people" and their down-to-earth colleagues into a team to create real innovation. The cost is $15 each.
- Attitudinal Listening Profile®
- Anyone who works with or manages people knows the importance of being an effective listener. Gaining the ability to communicate clearly can translate into increased productivity and better relationships with customers and co-workers. Deliver these bottom-line benefits by using the Attitudinal Listening Profile®. By identifying six listening attitudes, it compares task and human relations listening approaches, then helps participants build flexibility so their listening styles matches the needs of the situation. The cost is $12 each.
- Discovering Diversity Profile®
- As today's workforce becomes more ethnically, culturally, and socially diverse, learning to accept and value individual differences may be the key skill of the 1990s. The Discovering Diversity Profile® helps people explore their own attitudes and behaviors toward people who may not share their same background, beliefs and traditions as a first step to working fairly and productively with others who are different. The cost is $12 each.
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