The Fun-Damentals of Attitude, Service, Communication and More!
Susan Clarke is a dynamic international speaker and author, whose effervescent and lively style of communication reflects her outlook on life and her beliefs. She is a certified Behavior and Values Analyst and a recognized expert in the field of internal and external customer service. Susan’s novel theories are based on her “real life” experience combined with her expertise in the areas of behavior, values and attitudes.
Her direct approach to service provides a practical framework for those who want to exceed their customer’s expectations…and want to exceed them NOW. Susan’s programs are highly interactive and entertaining, yet they provide the type of substantive information that makes a real difference. In these programs, she demonstrates how to develop a win-win attitude. She knows that this will improve performance and dramatically increase the bottom line.
Her interest in improving customer service began in 1966. It was sharpened by an eight-year association with Gilbert/Robinson, Inc., the operators of Houlihan’s and other concepts, as they grew from a regional chain to a national chain during the ’70′s. During this period, Susan worked as a corporate trainer, opening more than forty restaurants nationwide. During these openings she worked only with newly hired staff and noticed that some people seemed to have a natural predisposition for being successful in customer service. She began to develop her own theories about how this hiring process could be done more successfully and scientifically and what part motivation played in the retention of employees in an industry beset with huge employee turnover. In 1982 Susan became a speaker and consultant to be able to share her thoughts with the industry at large. After more than fifteen years of speaking she has refined her concepts to now be able to bring you a presentation that is not only highly motivational, yet also quantifiably implimentable.
In addition to speaking, Susan is the author of The Fun-Damental Secrets of Service: How to Have Fun and Make Your Customers Feel Good About Spending Their Money. Written in novel form, it is designed to help develop your customer service skills and strengths. In addition, Susan is a contributing author to the Hospitality Master Series which just released “50 Proven Ways to Build Restaurant Sales and Profits”, “50 Proven Ways to Build More Profitable Menus”, and “50 Proven Ways to Enhance Guest Service.”
Available Programs:
The Fun-Damentals of Attitude: How to Turn a Positive Attitude into Positive Results - In today's world, having a positive attitude is often given as a secret to success, but how do you get it, hang onto it, and spread the fever to others? In this practical and pragmatic program, Susan Clarke shares with you how to remain upbeat to achieve your desired results. Practical, Action-Oriented Steps While many speakers simply talk in platitudes, Susan uses her trademarked humor and frankness to actually take you on a step-by-step journey towards changing your behavior. She first provides you with the tools to understand yourself. Then, she gives you the tools so that you can understand others. You walk away with proven ideas that will help you achieve your relationship goals with colleagues, superiors, family, and friends. Shifting Attitudes Leads to Positive Latitude The power of a positive attitude affords you maximum flexibility - you can adapt, change, and even evolve so that you can respond appropriately. And, with a new positive attitude, you can expect to: Enjoy your work environment more thoroughly as you laugh and find the humor in everyday rituals; Achieve a higher degree of team work and cooperation from colleagues; Appreciate the differences and idiosyncrasies of family members, close friends, and life partners. Realize work, personal, and relationship goals.
The Fun-Damentals of Emotional Intelligence - Did you know that it's your IQ (Intellectual Intelligence) that gets you hired and your EQ (Emotional Intelligence) that gets you promoted and increases your income? Did you know that salespeople who are optimistic sell on average 37% more than their negative counterparts? Did you know that the main reason Los Angeles Police Chief Willie Williams contract was not renewed was because of his inability to work well with his subordinates and superiors? People who are emotionally adept--who know and manage their own feelings as well, and who read and deal effectively with other people's feelings--are at an advantage in all areas of their life. The five areas of Emotional Intelligence covered in detail are: Self awareness--knowing one's emotions Managing those emotions Motivating oneself--the four keys Handling relationships--the four qualities
The Fun-Damentals of Believing, Achieving and Succeeding - Are you stuck? Is your staff stuck? Create a breakthrough! In order for you to get what you want out of life, you need to have a clear picture and then you need to take action. In this highly entertaining and thought provoking program, Susan will take you through the process of: Believing: Having the right attitude to succeed Achieving: Connecting with and creating deep rapport easily Succeeding: Setting clear and realistic intentions and goals
Nice Girls Do...Things Like That: Nine Breakthrough Beliefs to Living Your Life by Your Values, Not Someone Else's - Were you taught to never boast or brag? Were you cautioned to never make waves? Were you told to just ignore inappropriate behavior and it would go away? Susan believes it's about time we reexamine our life-long beliefs to see if they're helping us or holding us back. Belief systems are developed by what our parents teach us and our response to our environment. Belief systems determine our values, our values determine our attitudes and our attitudes are played out in our behavior. In this humorous and eye opening program, Susan will talk about things your parents probably told you that just simply are not true! By applying Susan's Simple Principles you will realize your personal power and be able to take charge of your life. When you fully awaken your inner spirit you will be on your path to real personal freedom. In other words, living your life by your value system, not someone else's!
The Fun-Damentals of Communication - This program is designed to show you why different behavioral styles require different communication styles. You will learn how to open the door of communication with the appropriate tone of voice, words, body language and pace of speed and action. This program is designed to show you how to: Recognize and appreciate others' behavioral style Adapt for increased communication and understanding "Connect" and create deep rapport with all styles
ROI/Tangible Program Benefits:
- Enjoy your work environment more thoroughly as you laugh and find the humor in everyday rituals
- Improve self awareness and know your emotions
- Recognize and appreciate others' behavioral style
- Create leaders who can model the behavior and have the ability to communicate personalized service to their team
Testimonials/Client List:
You really knocked our socks off! Your presentation style, interactive game playing and high energy level made this program a hit!-Ford Motor Company
Debbie Fields is a hard act to follow! Susan was the perfect complement of energy, motivation and insight.-Mrs Fields Cookies
It is because of the expertise of professionals like you, coupled with your obvious desire to make a contribution to the careers of others in our industry, that our meeting was such a strong educational resource for our attendees.-Meeting Professionals Internationals
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