The E.C.S. (X) Factor Training explores the creation and maintenance of Exceptional Customer Service in your organization. Participants discover that their job is not just a job, but rather a performance of how to be GREAT every day! In the E.C.S. (X) Factor Training Part I, participants are given the knowledge that they set the tone for every customer interaction. We provide the insights, the methods, and the tools to heighten the participants understanding that it is within their personal ability to make a positive difference on a daily basis with every customer. Participants are provided the understanding of how to change and alter their mindset, so they can empower themselves to make every day flow smoothly with both internal and external customers. In E.C.S. (X) Factor Training Part II, participants examine and analyze their communication skills while learning how to improve them. The goal is to improve communication at work and with everyone in their life. Why? Because we believe that clear communication send a very specific message, stating "I really care about my customers, my co-workers, and my job!" We also discuss the importance of listening, the four basic behavioral styles which most people express and how to deal with each style. Also, we use real-life, angry customer scenarios and role plays, designed to aide participants in dealing with these types of situations and how to better overcome them with a positive outcome. During E.C.S. (X) Factor Training Part III, participants will truly grasp the meaning of Exceptional Customer Service and what it means to create a Loyal Customer. Creating Customer Loyalty is explored by exceeding customers expectations not just once, but over and over again. We also discuss "Moments of Truth" and how the participants can make 'their moment' with each customer Exceptional!