from Mary Gober International
"Customer service is increasingly being viewed as an area of business operations which can be reinvigorated with profound results" -- Mary Gober, leading authority on service culture development and founder of UK-based Mary Gober International
Holistic approach For the last 26 years, Mary Gober has presented her highly-acclaimed Gober Method to thousands of managers and front-line staff around the world, working with them to create an immediate and sustainable step-change in their service and sales culture.
The tangible benefits of this unique and holistic approach to customer service training have been unequivocally proven within call and contact centres and a variety of privately and publicly-owned organisations.
A framework for management, in addition to strengthening customer loyalty, the Gober Method has been proven to consistently boost staff motivation, performance and productivity and to dramatically reduce staff turnover.
Award-winning results This compelling argument for culture change has been firmly embraced by numerous organisations in the UK, spurring them on to generate award-winning results, notably within the Financial Times and the Sunday Times Top 100 listings, and gaining them recognition through the National Customer Service Awards scheme.
The Gober Method explained With around 6,000 individuals now trained over the last three years in the UK, much of the success of the Gober Method lies in its firmly-based psychological approach to changing negative organisational mind-sets and counter-productive communication patterns.
Presented in a powerful and dynamic format -- either in two-day open seminars or in-house client seminars -- the Gober Method differs fundamentally from many other forms of training in that it equips individuals with the crucial skills needed to bring about a measurable and sustainable culture change.
Stickability -- a key difference One of the key issues dominating the customer service industry is that of "stickability", a key differentiator between training offered by Mary Gober International and that of some other training providers.
Mary Gober says: "Delivering training which will stick and give an excellent return on investment means getting the right 'fit' for your business, linking it clearly with your vision and goals, addressing the motivation for learning to do things differently and giving specific skills and 'how to' strategies which really work."
Gober Method training is embedded by follow-up activities such as the adoption of the new "way of being" by senior managers, coaching both informally and formally in the new skills, undertaking regular refreshers and celebrating the successes that training has delivered.
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