This is a working practical session for serving the internal and external customers in business better involving how we understand ourselves and the other(s) in order to manage the difficult situation(s) in a more useful way to deliver more impactful business results. The tools and frameworks can be immediately put into use in day-to-day circumstances that up to now have been stressful.

1. MANAGING DIFFICULT CUSTOMERS
DELIVERINGAQUALITYCUSTOMEREXPERIENCE
DRYVONNESUMCSP

2. Develop relationships to deliver quality customer experience
• Understanding business in an accelerated (VUCA) world
• Understanding mindsets drive our actions that impact results
• Uncovering blindspots to manage difficult customers
• Improving workplace effectiveness through handling conflict
• Be ready to apply the tools
Our objectives
5Echo

3. Recommended resources

4. 8
CustomerExperience Mindsets
AliBaba3-2-0
Zero People touch for
loan application
Novartis
Moving from treating diseases to
wellness tracking
Apple&TheRitz
When the Server and the
Serviced is seen as the same
We are
rock star
geniuses
serving
rock star
geniuses
We have to
think beyond
the pill.’
Joe Jimenez,
Novartis CEO
‘8 years ago, we
said we should
not be an e-
commerce
company. We
should be a data
company.’
Jack Ma

5. IN 3 MINUTES WE CAN DECIDE IF WE WANT
TO GIVE YOU MONEY, HOW MUCH WE WANT
TO GIVE. WITHIN 2 SECONDS THE MONEY
WILL BE IN YOUR ACCOUNT. AND ZERO
PEOPLE TOUCH. SO WE CALL IT 3-2-0.

6. July 2017

9. Authenticity
Being pResent
Common sense
Leadership
ESSENCE

10. Authenticity
Being pResentCommon sense
nspiRing
Leadership
ESSENCE
© Yvonne Sum 2008
p. 14-15

11. truth
know yourself
be yourself
Authenticity

12. Find your sweet spot
Share with your partner.
(around 3 minutes)
Reflect on your ‘Ikigai’:
What you LOVE.
What you are GOOD AT.
What the world NEEDS.
What you can be PAID FOR.
(around 2 minutes)
p. 18

13. Leadership Balance Sheet 18
Note your insights.
(around 2 minutes)
Reflect on your level of
customer experience
delivery.
Take stock of your Assets.
Balance with your
Vulnerabilities.
(around 3 minutes)
Assets Attributes Attributes Vulnerabilities
Strengths Allowable
weaknesses
Life & business
experiences
Perceived
obstacles or
history
Values Limiting beliefs
p. 19

14. Contrast
Align
Lessismore
Mindful
CALM intelligence
p. 54-58

15. Exercise in small groups:
CURRENT “MESS”
Brainstorm situations with customers
that challenge you.
COMPELLING FUTURE
Imagine a desired future when all these
situations are resolved.
ChallengingCustomerExperience
images courtesy of shutterstock
p. 20

16. images courtesy of shutterstock
Self-reflection
CURRENT “MESS”
Describe a real situation
managing difficult customer(s)
that is challenging for you.
COMPELLING FUTURE
Describe how it would be when
it is resolved.
Complete the first part of the
Feed Forward worksheet.
ChallengingCustomerExperience
p. 21

17. images courtesy of shutterstock
FeedForward
In pairs:
Share with your partner your
Current “Mess” & Compelling
Future. Get as many ideas from
them as you can.
Reverse role. (3 min @ round)
Collect as many ideas over 5-6
rounds.
Pick top 3, and commit to ONE.
p. 21

18. situational
sense
mindful of
self and others
Being pResent

19. Otto Scharmer, MIT: The 4 Levels of Listening

20. Where are you now?
Level 1 - Downloading (Habitual)
Level 3 - Empathizing (Redirecting Cynicism)
Level 2 - Factual (Suspend Judgment)
Level 4 - Generative (Letting Go Fear)
1 5 10
“Yuk” “So-So” “Yes!”
1 5 10
“Yuk”“So-So”“Yes!”
1 5 10
“Yuk” “So-So” “Yes!”
1 5 10
“Yuk” “So-So” “Yes!”
Listening Assessment
Ref: Otto Scharmer, MIT: The 4 Levels of Listening
p. 37

21. Contrast
Align
Lessismore
Mindful
CALM intelligence

22. What is most
critical in
improving
your skills?
images courtesy of shutterstock

23. 95% learning solutions fail to provide this …..
MEASURABLE behaviour change.
Globally over 310 billion dollars was spent last year on training and development yet
virtually none of it is driving anything quantifiable. Most of the time the best we can do is
measure ‘learning retention’. More and more, organisations are expecting sustainable
learning solutions.
At 5Echo, we believe “Ideas are only valuable when applied”.
images courtesy of shutterstock

24. The shifting role of L&D
Better Engagement.
Want to learn more about Actionable Conversations? Visit conversations.actionable.co
The ROI
of Better
Conversations.
Research from Gallup indicates that managers and
leaders are the biggest factor influencing employee
engagement, and employees are 3x more likely
to be engaged when they have regular and meaningful
communication with their manager.
Better group conversations improve employee
relationships & leadership credibility.
Better one-to-one conversations strengthen
individual relationships & develop a coaching habit.
Better Conversations.
Better Relationships.
Your best people expect
more from their leaders.
Strong connections are formed
through (a) real conversation
and (b) shared experience.
“Our work,
our relationships,
and our lives
succeed or fail
one conversation
at a time.”
SUSAN SCOTT, AUTHOR OF
FIERCE CONVERSATIONS
Organisations with top-quartile teams in employee engagement have:
10%HIGHER
CUSTOMER
METRICS
20%HIGHER
PRODUCTIVITY
21%HIGHER
PROFITABILITY
41%LOWER
ABSENTEEISM
SUMMARISED FROM THE GALLUP Q12 SURVEY, 2016

25. Useful People Analytics
Participant
Satisfaction
Learning Application and
Implementation
Business
Impact
ROI
Conversations that matter.
Progress
5Echo

26. The shifting role of L&D
5Echo

27. The Activity Report

29. thebenefitsof for…
organisation
How do you use this type of
platform to help meet key
business metrics?
team
How do you link your KPIs to
behaviour change in your
team using this platform?
manager
How can this type of
platform improve your
skills with customers?
images courtesy of shutterstock

30. Insight
• Measure:
Engagement— commitments
Impact on people who participate
Influencers –who’s chosen as
accountability buddy
Conversation
• Strategic, relevant,
actionable
Action
• Autonomy
• Measurable
• Behaviour Change
• Accountability
• Micro-learning throughout
The Actionable Methodology

31. The Actionable Process

32. Beta Instant Commitment Engine Walkthrough

33. You’ll get this email

34. It will take you here

35. Pick one of the suggested
commitments or
customise your own

36. By email link
or
Visit https://actionable.co
View of your
Dashboard
Logging In

37. Commitment & Buddy System
Anyone can update the days &
times they receive check in
notifications in the conversation
closing process, or in their settings.

38. The Check In

39. Accountability Buddy Views
• See who you are supporting & check in from here.
• See the details of their check ins & yours
• Closing the loop at the end of the commitment focuses you on
providing other feedback & reflecting on your role.

40. Closing the Loop
• A reflection process that has you think through your experience as well as how
to apply this commitment in the future.
• Has your behaviour changed? And what does that mean to you?

41. Dr Yvonne Sum CSP, ACMC, BDS(Hons)
Executive Director | Growth Strategist | HyperDrive Coach
e ysum@5Echo.com | m +601 6663 6306 | skype dryvonnesum
Getting Support

42. • Review
• Summarize
• Action
• Tell someone
• Teach someone
• S.E.E.
memory: review - retain - recall
How to ‘warp’
memory
to your advantage
Ref: Use your Head Tony Buzan 5Echo

43. mind-mapping as a memory tool
5Echo

44. • How Customer Experience
skills are useful at work
• What you will apply now
• What you can teach
• Any ‘aha’ moments/insights
• Who you can tell about above 61
memory: review - retain - recall
In your teams,
create a mind-map
summary to include ..
….
5Echo

45. Pause…Observe
Question
Record…Listen
OpenMind[nojudgement]
Key Skills
Storysell

46. into OUTER GAME
THINK - DO - GET
images courtesy of shutterstock
INNERGAME
results

47. Kelly McGonigal: Making Stress Your Friend

48. Perceptual Filters Change your Inner Game through
loosening your habitual filters to
unlock high performance 5Echoimages courtesy of shutterstock

49. Rational Emotive Therapy Ref Ellis
70
Adversity
He cut in
front of me
in traffic.
Beliefs
He is trying to
irritate me
Consequence
Rage!
I yell at him.
Discard
Debate. Dispute
I am choosing
to be irritated -
or not
Effect
This is not
personal
Your real world
challenge
What is the
limiting belief
ruling you
here?
Stress!
Discard belief
if not useful
Replace with
empowering
belief and notice
the effect
In pairs - consider a similar issue in a customer service situation that can cause you stress
ABCDE
p. 27

50. Pause…Observe
Question
Record…Listen
OpenMind[nojudgement]
Key Skills
Storysell

51. situational
sense
mindful of
self and others
Being pResent

52. PRESENCING PRACTICE
TAKE5NOW
ENERGYCHARGINGHERE&NOW
images courtesy of shutterstock images courtesy of shutterstock

53. igniting your sensory channels
be sense-able

54. Rapport
pace, pace, pace ....... and lead images courtesy of shutterstock

55. Contrast
Align
Lessismore
Mindful
CALM intelligence

56. Pause…Observe
Question
Record…Listen
OpenMind[nojudgement]
Key Skills
Storysell

57. Questioning images courtesy of shutterstock

58. WORDS
EXPERIENCE
GeneralizationsDistortions
Deletions
Quality Questions
Getting to clarity

59. NOW FUTURE
Compelling
Ideal
Managing Expectations
Emotional charge
Work with your customer
towards meeting their expectations on
the difficult situation.
You are to ask questions
to uncover ‘hidden’
information.
Observer - track Questions.
(around 15 minutes)
p 22-23

60. Pause…Observe
Question
Record…Listen
OpenMind[nojudgement]
Key Skills
Storysell

61. Otto Scharmer, MIT: The 4 Levels of Listening

62. Conflict resolution in the workplace
We have all witnessed someone in conflict with another. Over time, the
relationship degrades and starts to impact on those around them. The conflict
spreads as people start to ally with one side or the other. Performance degrades
along with morale. The only things that seem to be increasing are workplace
absenteeism and the departure of high performers. Everyone seems to know
about it, but don’t know how to address it.
Mediation may be the answer.
Mediation is a confidential and voluntary process led by a respected individual
(the Mediator) between conflicting parties to promote mutually acceptable
agreements. It can encompass working and personal life.
The mediation process is nonjudgmental and without prejudice. The process
encourages each party to clarify their concerns while the mediator asks clarifying
questions to increase the understanding of those in attendance. Typically, their
will only be the two involved parties and the mediator present, however, there
increasing cases of group mediation.
Our mediators are trained and experience, not only in their mediation and related
skills, but also in business and life.
EXERCISE FROM DAY 1

63. p 34-36
p. 43 p. 44

64. sense-able
Decision-making with
Facts & Emotions
Common sense

65. Contrast
Align
Lessismore
Mindful
CALM intelligence

66. How could you …
Share with your partner
(around 3 minutes)
…CREATE NEXT WINNING
MOVE?
Situational sense (self)
Reflect on a difficult situation.
Notice your thoughts & feelings-
what it means to you.
What do you choose to do?
(around 2 minutes)
EXERCISE FROM DAY 1
p. 33

67. Be Yourself More with Skill
The Authentic Chameleon

68. 1st Position 2nd Position 3rd Position
‘Your’ opinion from ‘your’
point of view.
‘Their’ opinion from ‘their’ point of
view.
The observer or objective position
taking on both points of view.
p. 33

69. Stretch Collaboration (other)
How would you NOW…
Share with your partner
(around 3 minutes)
…CREATE NEXT WINNING
MOVE?
With same difficult situation:
Engage thoughts & feelings of other -
what it MEANS to them.
Explain their possible frame of mind.
How are you WILLING TO CHANGE to
progress?
(around 2 minutes)
p. 47

70. Stretch Collaboration (observer)
How would you NOW…
Share with your partner
(around 3 minutes)
…CREATE NEXT WINNING
MOVE?
With same difficult situation:
Engage both emotions and facts of
the situation from multiple
perspectives.
Explain possible shift in frame of
mind and MEANING for you.
How would you choose to ACT now?
(around 2 minutes)
p. 48

71. wisdom of
multiple perspectivesstRategic position shift
DISSOLVE CONFLICT

72. Contrast
Align
Lessismore
Mindful
CALM intelligence

73. in
PERFORMANCE
MEANING
Finding the FLOW zone
images courtesy of shutterstock

74. Pause…Observe
Question
Record…Listen
OpenMind[nojudgement]
Key Skills
Storysell

75. Pacing out objections
images courtesy of shutterstock
In small groups:
Consider a common situation
likely to be resisted by customers.
List as many possible objections
by your customer about this
situation.
In pairs:
Pick one of the objections and
practice pacing it out in pairs.
(around 3 minutes)
p.52

76. framing sets boundaries images courtesy of shutterstock

77. Common Ground
Clarify Benefits
Pace Out Objections
Link to ‘Message’
FRAMING - Sets clear and relevant boundaries
images courtesy of shutterstock

78. vision
excite progress
empower others
nspiRing

79. re-framing to new inner gameimages courtesy of shutterstock

80. Rational Emotive Therapy Ref Ellis
Adversity
He cut in
front of me
in traffic.
Beliefs
He is trying to
irritate me
Consequence
Rage!
I yell at him.
Discard
Debate. Dispute
I am choosing
to be irritated -
or not
Effect
This is not
personal
Your real world
challenge
What is the
limiting belief
ruling you
here?
Stress!
Discard belief
if not useful
Replace with
empowering
belief and notice
the effect
In pairs - consider a similar issue in a customer service situation that can cause you stress
ABCDE
RE-FRAME INNER GAME
p. 54

81. Change the words. Change the meaning.

82. Copyright © 2015 by Mobius. All rights reserved.
Philosopher’s Walk Sharing Learning

83. x

84. START CONTINUE STOP
key insightspersonal learning journal
p. 58

85. Practising your key skills at work
Complete: (compulsory)
! Actionable Conversations - Check in to 30 Day Commitment
! Stretch Collaboration exercise with partner p.41-46
Review: (recommended)
! Actionable Conversations - Explainer video (4min)
! Commitments and Action Plan - Let HR know if you need training or 1:1
coaching towards specific areas
Read: (optional)
! Handbook: wherever your curiosity or interest takes you!
Post-workshop opportunity
applyingskills

86. OUR 30DAYSCOMMITMENT
WHATDOYOUCOMMIT NOW TO
IMPROVEYOURCUSTOMER
EXPERIENCESKILLS?

87. Pre-program consulting
& on-going support
Facilitation &
Coaching
(1:1 & teams)
Mobile
First
Micro-
Learning
Measurable
Behaviour
Change
• Needs analysis
• Program design
• Program develop
• Online pre-course
• Ongoing tracking & advice
• Motivation alignment
• Curate optimal teams
• Business application
• Democratised strategy
• Incubating innovation
• Experienced facilitators
• In-person & virtual options
• Global network
• Curated, bite-sized
• Anytime, anywhere
• Any device
• Trackable
• Better relationships
• Dramatic improvement in
workplace effectiveness
• Led by your managers
• Conversations/ insights
• Work issues/projects
We augment our face-to-face (F2F) learning workshops with
highly engaging technology to ensure the learning ‘sticks’ and is
used in the workplace. After all, aren’t we all tired of sending
people to training….and nothing changes when they come back
to work?
How we work
5Echo
Trusted
Advisers
• Post-program
• Empowerment
• Ongoing advice
• Consulting

88. Questions?
Comments?
Insights?
ysum@5Echo.com
www.dryvonnesum.com
https://au.linkedin.com/in/dryvonnesum
images ourtesy of Headshot Guy