Contact Joan Fox
Customer Loyalty Expert & Consultant


Training Options

Customer Service Training:

Customer service has never been a more important topic than it is today. Today’s marketplace requires a service focus and when service is optimized, a competitive advantage is born. What is not doing customer service training costing you?

Sample Modules:

  • Why Service Matters
  • Branding Your Service
  • A Model of Service Excellence
  • Professional Telephone Skills
  • Creating Perceptual Advantages
  • Communicating Effectively with Customers
  • Service Recovery
  • Service Begins Inside Out: Internal Service
  • Managing to Serve the Customer
  • Turning Complaining Customers into Goodwill Ambassadors

Train the Trainer:

Train the trainer sessions, program manuals and facilitation guides are available for those in training positions in organizations with the responsibility to continue service training after the initial effort.

Teambuilding Training:

Building a team is not for the faint of heart. Corporate America continues to produce brilliant products and services brought to us by teams. However, there is a difference between teamwork and actually being a team. This training program focuses on the ingredients and processes that must work for a team to perform at a high level.

  • Common Misconceptions about Teams
  • What Holds a Team Together and Makes It Effective
  • Communicating Effectively with Team Members
  • The Role of Conflict in the Team Equation
  • Building a High Performance Team


The Five Behaviors of a Cohesive Team™

has a simple goal: To facilitate a learning experience that helps professionals and their organizations discover what it takes to build a truly cohesive and effective team. The Five Behaviors profile, which provides both individual and team feedback, is grounded in the model described in The Five Dysfunctions of a Team, the internationally best-selling leadership fable by Patrick Lencioni. With this program, participants will learn how, as a team, they score on the key components of the model: trust, conflict, commitment, accountability, and results. Additionally, the program is powered by Everything DiSC, a model that helps individuals to understand themselves and others better. Using these results, participants will be able to create a better, stronger team.

Joan Fox is an authorized partner of Wiley publishing.

Leadership Development

Can organizations today afford managers who are not leaders? This training focuses on the skills needed to be an effective leader in today’s competitive business environment. Leadership and management development training is highly customized to the experience level of the participants. The following modules represent a sampling of possibilities:

  • From Manager to Leader: Keys to the Transition
  • Communication Skills for Leaders
  • Coaching for Results
  • Giving Effective Feedback
  • Resolving Conflict
  • Building Your Team
  • Service Leadership

Communication Skills

Without effective communication, businesses and relationships suffer. Communication skills training is customized to achieve the organization’s desired results. Topics include:

  • Foundations of Effective Communication
  • Assertive Communication Skills
  • Listening Skills
  • Giving Effective Feedback