From the moment your customer service professionals approach a customer,
their personal presentation will influence your customer’s decision to buy (or not.)
Remarkable service starts with the first impression your customers have of your business. It can make or break someone’s opinion of your company even more than their actual experience with the product or service you offer. That’s why it’s vital to your bottom line to ensure standardization of the message, tone, and attitude you want your customer service team to convey when they are representing your business. There’s a fine art to being able to offer genuinely helpful service which leaves an indelible impression on a client’s mind. And considering the fact that many of those impressions will go on to color a customer’s entire view of the company or organization behind the person who helped them, it goes without saying that you want to put your absolute best foot forward.
That’s where Keynote Speaker and Trainer Sylvie di Giusto can help, offering actionable advice on how to impress and win over customers within the first seconds of their customer service encounters. As a renowned expert on first impressions and customer relations, Sylvie has been called upon by countless Fortune 500 clients, specifically to work with their customer experience teams. From global brands like Hilton to Nespresso, Natori to Waldorf Astoria, and many more, Sylvie shows how to establish trust and collaboration instantly, no matter what business you’re in, no matter what situation your customer may present you with.
Watch Sylvie in Action
She shares her proven “ABCD” formula, which outlines the most effective methods for cutting straight to the heart of any customers’ issues. How? By understanding and addressing—in advance—the dozens of psychological micro-judgments they’re making about a customer service representative within a blink of an eye.
Because these critical first impressions set the stage for how the rest of the experience is going to go, which is why Sylvie focuses first on displaying a pleasing, professional, above-reproach Appearance while demonstrating confident, helpful Behavior. Getting these two factors right builds a stable pre-foundation for a positive Communication to flow. She’ll also show customer service representatives how to build their best Digital Footprint to impact their clients before they ever even come into contact with them.
SPEAKER BROCHURE
“I am so glad to have found her. Sylvie is highly knowledgeable in her area of expertise, personable, and engaging. The amount of positive feedback I received after the presentation was incredible! ”
Linda Najok
Human Resources Manager |Â American Express
SPEAKER ONE SHEET
“She took the time to learn our business and company so that she could tailor her message to the audience – and she nailed it. Participants that attended her workshop are still discussing what they learned and took away from her session. ”
Monika Mikiciuk
Manager Sales Training | Prudential
12 REASONS
“What distinguishes Sylvie as a professional trainer is the care and attention she devotes to her diagnostic and customization process to ensure the relevance of her material to the outcomes we desired. She truly delivered on what she promised.”
Eileen Gallagher
Professional Development | Geller & Company
Sylvie believes that emotions are the gatekeepers of our memories. That’s why, to deliver a truly memorable experience, she takes your Administrative and Executive Assistants through the emotions of joy, reflection, self-attention, and laughter. She does the unexpected, keeps them engaged and on their toes, and creates moments of surprise. To reinforce the key concepts of her topic, she lets them experience what their first impression actually says about them.
