iSHINE - A Certification Program in Exceptional Customer Service

One of the most regrettable decisions is to pursue sales at the expense of service.

It is to want to sell without a strategy to ensure your clients are satisfied afterwards.

As we teach in our Customer Service Certification program, without service excellence, the engine of your business lacks oil of sustenance.

Simply put, bad customer service gradually runs your organization out of business.

If finances fail you in business, you may survive, depending on your creditworthiness.

But if you lose your customers because of bad service, you will never get them back.

In the words of Maya Angelou, the great American poet:

“I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

In over two decades, I have been crafting strategies for organizations and have helped to facilitate the execution of over one billion US dollars worth of projects and programs.

I have coached CEOs, professional athletes, professors, pastors and professionals in a diversity of industries and consulted for conglomerates as well as small and medium enterprises.

In all these, I have learned that the greatest strategy in business is nothing other than exceptional customer service. It is to show your clients that you care more than sales.

If you can develop a process and workforce that are committed to respecting and honouring your clients, you will be in business forever.

We developed our Customer Service Certification program because of the deplorable state of customer service experience in many organizations around the world.

I have arrived at reputable hotels after long flights across the Atlantic only to be stood up at the counter as the receptionists chatted with each other about unprofessional matters.

When they finally decided to pay me any attention, they kept chatting away at the same time.

Would you like to enhance the customer service experience and empower your staff with the mindset, skill set and tool set required to amaze your clients?

Would you and your staff like to gain more understanding about the concept of customer service experience to the extent of being able to explain it to high school students?

Would you or your employees like to learn how to leverage seven benefits of exceptional customer service to increase its impact on the bottom-line of your business?

If you indicated YES in these questions, this program is for your organization.

In our Customer Service Certification program, I indicated that customer service is not a program or a group of people; neither is it a function or department.

It is corporate culture and organizational behavior that should be a priority for executives and employees that desire exponential growth. It is the lifeline of your business.

If you wish to dominate the marketplace and become the Apple or Coca Cola of your industry, your most critical success factors are not the location of your business, size of your organization or prices of your products and services.

It is the customer service experience you provide to your clients.

Customer service is not a function but an experience, not a department, but a competitive advantage. It is the most effective strategy to retain your clients, strengthen their loyalty and sustain your profits.

You and your customer service representatives will learn the following:

• Mindset – A positive and open thought process, passionate for service and determined for positive results; empathetic and non-judgmental, determined, dedicated and devoted
• Skill Set – The abilities required to perform the role exceptionally, like data analysis, investigation, accounting, computing, responsiveness, psychology & communications
• Tool Set – The tools needed to complete the task exceptionally, like a computer, calculator, software to monitor investigations and a two-way radio communication

In an organization that values its clients, an employee takes a client’s inquiry personal.

Instead of dumping it in the queue, he or she would gladly go the extra mile to work with another department to resolve the matter promptly and entirely to the client’s utter amazement – beyond satisfaction.

When a client walks into that business, the customer service representative attentively heads towards the client, politely introduces him or herself and then enthusiastically asks the client how he or she may help.

Even if the clients make no purchase, the attentive employee expresses a heartfelt appreciation to the client for stopping by, walks the client to the door with a smile and offer a goodbye that would leave a lasting impression of friendliness and hospitality.

With that experience, the client is bound to return.

As you will learn in our Customer Service Certification program, it is the satisfaction of your clients with their service experience that completes your sale transaction.

Until then, consider their fee as a loan.

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HERE ARE WHAT SENIOR EXECUTIVES ARE SAYING ABOUT OUR PROGRAM

“Alex is a change agent who touches each person with whom he interacts with his powerful and practical transformation and motivational message and training techniques. Thousands of successful business leaders in Jamaica while attending the Jamaica Stock Exchange’s premier conference on investment and the capital markets have reacted positively to his life-changing leadership sessions and in-house training, which have enhanced corporate productivity and growth. We have certainly benefited, and we thank Alex and the Alex Ihama School of Greatness. The JSE made a Great Choice, and so can you.”

– MARLENE STREET-FORREST, MANAGING DIRECTOR, JAMAICA STOCK EXCHANGE, KINGSTON, JAMAICA

"I was struck by his presence, enthusiasm and the electricity he brought to the room. He walks and manages a fine line of being inspirational, provocative, humourous, passionate and purely entertaining. His experiences and wisdom are evident in his remarks. He compliments you and challenges you in the same sentence. He takes you on a journey of emotions which invokes laughter, deep thinking, reflection, and pride, and leaves you wanting more.”

– MARK CUMMINGS, PRESIDENT/CEO, SCOTIABANK LIFE INSURANCE COMPANY, TORONTO, CANADA

“I had the pleasure of working with Alex for our annual NBC convention, and have seen firsthand his commitment to excellence and professionalism in all that he does. Alex gives all that he has - he is full of life, he bursts with enthusiasm, he is passionate and truly engaging. You cannot come into his presence without being touched, moved to action or to change”.

– JO-ANN CARDINAL, BUSINESS DEVELOPMENT MANAGER, NATIONAL BANK OF CANADA, MONTREAL, CANADA

“When you talk about leading by example and leadership in action, I watched and listened to Alex – you saw that he is really into developing people. Plus, I love how he doesn’t sugar coat his messages and shakes your thinking. I still can't explain to my colleagues what it was and how it was because it was just such a fresh, impactful experience. It doesn’t fit into a box – you know you were supposed to be at a “formal” event at the Pegasus Hotel, but it felt like we were all having one big veranda conversation. It came at the right time in my life.”

– PATRICIA PETERS, FACILITATOR, WHOLE LIFE COLLEGE, KINGSTON, JAMAICA

“Alex Ihama is powerful and provides a huge WOW factor in everything he does! Unlike traditional ones, his training programs provide a new learning experience that stretches you in ways you didn’t know you could grow. He ensures that what you learn becomes an extended part of who you are after the program.”

– MICHELLE CHONG, CEO, HONEY BUN (1982) LIMITED, KINGSTON, JAMAICA

“You always know when you spot a good thing. In Alex’s case, I spotted a great thing. I also admire his desire and dedication to helping people uncover and achieve their own greatness. He is an incredibly motivating speaker who delivers solid and actionable advice. I have no doubt that Alex would be an awesome addition to any event, organization or project.”

– KATE MICHEL, LEADERSHIP EXPERT ON NEURO-LINGUISTIC PROGRAMMING, MICHIGAN, UNITED STATES OF AMERICA

“Alex Ihama's speech to the audience could not have been a more poignant reminder that success is a journey, not a destination. I felt uplifted by Alex's plea that we must keep moving forward, and we must reach greater heights. Few speakers are imbued with an ability to discharge a seemingly weighty message in earnest while, at the same time, delivering levity and laughter with precision.

– MARLON REID, VICE PRESIDENT, TORONTO DOMINION BANK, TORONTO, CANADA

If you wish to engage Alex Ihama as a speaker for your corporate event or executive coach for your leadership team, or perhaps, develop a corporate strategy that is bound to reduce your cost by at least 25% while increasing revenue by over 25%, email to [email protected]