Loyalty Factor’s Strengthening Customer Relationships program enhances the communications skills crucial to increasing co-worker and customer relationships. Focused on developing a conscious and systematic approach for handling interpersonal interactions, this program is applicable for employees dealing with both internal and external customers. Through customized exercises and role-plays, participants are trained in crucial communications skills such as:

• Identifying various communications styles
• Strategizing about how to best interact with different styles of individuals
• Using Neuro-Linguistic Programming techniques to build rapport
• Using questioning strategies to identify problems and clearly define each other’s needs
• Applying reframing techniques to handle difficult interpersonal situations

The objective of Loyalty Factor’s Leadership Management Development program is to enhance individual and team capacity to achieve company objectives by improving participants’ ability to lead and manage others. The program consists of four-hour modules that are customized to meet the specific needs of our clients. A sampling of these modules is described below. Loyalty Factor is also available to develop additional modules to address particular developmental areas not covered in the modules below.

Successful sales people know to focus more on the customer than on the product or service they are trying to sell. People buy from people. In this program, attendees will learn specific strategies and techniques to build rapport in order to build sales. The initial key is to identify the specific buying styles of individual prospects and customers. Once a person's buying style is recognized, the sales person can then introduce products and services appropriately using value statements and questioning strategies that uncover the real, though often hidden, needs and buying criteria of the individual.

In business, people make presentations, whether at staff meetings, client groups, or sales prospects, in auditoriums full of strangers or small conference rooms among colleagues. Participants in this program will learn how to make positive impressions using appropriate body language, eye contact, dress, posture, delivery, volume, voice and words to ensure their message is received in the way it is intended.

Culinary Teambuilding Workshop

Loyalty Factor trainers work with expert chefs to organize a culinary feast that is designed and prepared by managers and employees. Meant to put their management and teamwork skills to the “test of fire”, this workshop is a creative way to stress the importance of working in unison while maintaining a clear focus on individual projects. The workshop is energizing and fun, and delivers the message that camaraderie and teamwork are at the foundation of achievement. Through the workshop, Loyalty Factor links the art of cooking to the business world, making it a truly meaningful and transferable experience.

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Building a High Performance Team

This experiential teambuilding session compresses learning time by engaging individuals in activities that serve as metaphors for the challenges of the workplace. Throughout the program, participants are given the opportunity to experience successful collaboration, interaction, communication and creative problem-solving. Teams typically learn how to work together better, how to serve the customer more effectively, and how to improve productivity and job satisfaction. This is accomplished by engaging in a series of high-challenge, low-risk problem-solving initiatives that illustrate and reinforce the theories and concepts the group is exploring. Colleagues will arrive at new understandings about one another, about the organization’s goals, and about each person’s influence on the future of the enterprise.

Follow-on Module

Following the Strengthening Customer Relationships program, Loyalty Factor recommends implementing a reinforcement module approximately three months after the initial training. This module is designed to review and reinforce the skills presented in the core program and to help participants refine and more fully utilize these skills.

Continuing Education Series

To ensure that skills learned in the Strengthening Customer Relationships program are reinforced and deepened, Loyalty Factor offers a Continuing Education Series. The Continuing Education Series is a subscription service offering monthly reinforcement modules to be implemented by managers/supervisors within the organization. The modules range from 30 minutes to 1 hour and can be implemented in conjunction with regularly scheduled staff meetings. Managers are provided with detailed instructions and any necessary supporting materials for implementing the modules.

Dianne M. Durkin is an adjunct professor in the School of Management at UMASS Lowell, the MBA Program at Plymouth State University and Daniel Webster College. She teaches Leadership Processes, Building Relationships that Last the Test of Time, and Powerful Presentations Skills.

She is rated as one of top professors with a 4.87 rating on a 5.0 scale and the following comments reflect the impact that Dianne has on her students.