Customer Service Training Comments

Did you find it usable for your staff?  Yes – thank you.

I was present at today’s presentation, Wednesday, …. The work shop was somewhat helpful. I like that the time is kept to 30 minutes.

Great little meeting just to remind me that I need to show active listening.  Can’t wait to put some of this into play, Thank You

… and myself ….attended the Active Listening class today. We both felt the class was very helpful and we took a few ideas from the class to use in our own office setting.

Hi Craig. My name Is … from … Cardiothoracic and Vascular Surgery in ….  The presentation was informative and can be used by all staff not just the front end.  If you could please send me a copy of the workbook so I can share with staff. Thank you,

My name is …. and just attended your class. I found it very interesting and helpful for my daily work area. I really enjoyed the class.

Thank you for the in service today.  This is a great refresher for me as I learned this in my psychology class and some of my leadership training but it has been awhile 😉 Appreciate you taking time to present !

I listened to your conference call today. I really enjoyed it. It is something that should be used with all interactions with people.

Very informative and appreciated.  Sometimes it’s helpful just to go back to the basics.  Thank you.

I found it helpful and a good reminder for us all. Thank you,

I attended the listening webinar on yesterday; very good information. Thanks

Usable? Very much, thank you!

Hi Craig, I attended the meeting that just ended online. Yes, I do think this is helpful. I think most people do these things but it’s nice to be reminded every once in awhile. Thank You

I thought it was good.

Great job!

Yes it was usable…. I think the examples really drive the point home.

We reviewed the presentation and enjoyed that. Yes, I do believe we can use the material.

This is really good information to have. Thank you for all your hard work in putting this together for all of us.

Hi Craig, I wanted to thank you for the seminar on AIDET I attended just now – my staff meeting is this Friday and I will certainly use these tools not only personally but to share with them as well.  I have forwarded your invites to them to take the course and will use some of your examples for patient care. Practice Manager Richmond Surgical.

Craig …I attended your talk today at the Bellevue Chamber luncheon and found it very helpful and motivational. … I look forward to interacting with you at Chamber functions. Your positive outlook and consultant skills are evident.

According to Craig Stevens in Geronimo Stone, the culture has to “empower everyone to make decisions, even at the lowest levels.  Organizational culture is the string that holds it all together.  Unless the company’s culture buys into what you’re trying to accomplish, your vision cannot be realized.”

Leaders call on their experiences. Their personal convictions and their beliefs will influence them.  If a leader has no moral convictions then those under his command will question the decisions he attempts to enforce.

The book Geronimo Stone simply explains how culture has to precede the manager’s position and “stress the importance of solving problems ethically and with honor.  Doing what is right…for the organization, and the country as a whole.” This statement uses the basis of Christian values to make decisions from the employees, up to top executives.  Decisions enforced by leaders will reflect their world view and character issues.  The environment is best for everyone involved if the leader has high moral values, such as those based on true Christian beliefs.  Thus, helping to create a culture based on strong Christian values.

I just finished with the presentation. Lots of helpful information. Thank you!

[vc_row][vc_column][vc_tweetmeme][vc_column_text]Hi Craig, thanks for the demo links, I did get logged in and edited the password and tried out the content from VMEdu, it is well organized from the brief tour I took: I watched a few videos, read some flashcards and viewed some chapter study guides. The case studies and the bubbleman app are a neat way to practice the material before taking the tests and then overall content test…[/vc_column_text][/vc_column][/vc_row]

I have really enjoyed the overview (Level One Workshop). I look forward to learning more of the details required for accomplishing changes.

I greatly appreciate your connection with humor which can support the learning of some of the more challenging topics. I look forward to the next classes.

I liked the way you got us thinking about all the different aspects of change. Helped me to identify different barriers to change. The Seven Attributes of Excellent Management helped me to understand “Customer Focus” and how that must be balanced with the other attributes.

I liked the way we applied the change management models to “real life” in the awareness of the “process of change” and the need to nurture change.

Dear Mr. Stevens,

I wanted to thank you for talking to the Enterprise Systems Design class about benchmarking on Tuesday, February 28.  It was truly impressive to hear about some of the practices and theories behind benchmarking and project management from someone who studied it extensively, especially the seven elements of improvement.

Also, I checked out your artwork, and it is amazing. I really like “The Hiding Place,” with the boat set in the lake in fall: it reminds me about my home in Minnesota.  You are truly talented and accomplished.

Thanks again for presenting on benchmarking and talking about your experience….

Jesse …

Craig,

Thanks!  I enjoyed the PMP Boot Camp that you did a couple weeks ago.  It was thorough and I walked away understanding that I could do this and it have me a greater appreciation for people with the PMP certification.

Warm regards,

John ….

(While you were at HCA) “You” (your team) “did a great job helping us analyze the data at Skyline Primary Care and build a case for new phones. Our argument held more weight when your team got behind it.”

Craig …I attended your talk today at the Bellevue Chamber luncheon and found it very helpful and motivational. … I look forward to interacting with you at Chamber functions. Your positive outlook and consultant skills are evident.

I just wanted to take the time to make a statement regarding the online study materials from Westbrook Stevens, LLC and Craig Stevens.

I want to preface this with stating that my place of employment requested a role change for myself and a few select colleagues.  My employer purchased access to the Learn Smart LLC system for this small group. I have used Learn Smart LLC system initially to begin studying for the PMP exam. I found the online materials to be incomplete in my opinion, not to mention rather monotone and longwinded. Mostly these lack the ability to keep my attention. Subsequently I obtained the 5^th edition PMBOK and later the PMP Exam Prep 8^th edition book by Rita Mulcahy.

I found online material regarding a meeting of the Nashville chapter of the PMI and decided to go to the meeting. This is where I met Craig Stevens and explained my desire to acquire education and sit for the PMP exam.

I found the materials from PM Study that Craig Stevens offers far better in quality. Most importantly the videos are short and to the point. These really concentrate on the inputs, tools and techniques and outputs of each part of the project management process. Clearly knowing the intricacies of the process and how the relate to each other will be on the exam. This is why I find these materials so valuable. They are not covered well in many of the other books or programs I have previously used.

I do want to also mention the lengths that Craig has gone to with the group from my employer to not only make us feel welcome to the Nashville chapter of the Project Management Institute to willingness to speak to and address every call and email that anyone from our team has had. I have gotten more from his online materials than from any other single source I have used to study for the PMP exam. I give Craig and Westbrook Stevens the highest recommendation.

Craig,

I sincerely appreciate you sharing your expertise with us in class last night. It was enjoyable and inspiring. I also appreciate you sending your web links.

Thanks again!

Very useful presentation with good clear examples.

This presentation was very informative and eye opening. Thank you!

Yes, absolutely. There is no better topic than patient satisfaction and communication.

I was a labor and delivery nurse in the hospital before I became office manager and we were all trained on AIDET and even monitored by our supervisors. I think that if it is constantly in the back of your mind it will most definitely make you a better communicator.

Thanks for your time and effort on this topic!

I thought the information was very beneficial and found the term “active listening” to be very interesting. I will make sure I share with my staff. Thanks,

Listened to your presentation, it was very thorough and informative. Yes very useful.

I just wanted to let you know that I enjoyed the workshop today and believe that it would definitely be useful for some of our staff, including myself. Thanks again,

I liked the comment that you made about when a man speaks there’s always a woman rolling her eyes behind his back. Reminds me of my husband and I.

I liked how the call went through both positive and negative examples.  We don’t always hear the good in this type of environment.

My favorite example that you gave was the patient who complained about hearing the staff retell her story about her visit, but not in the way that she told it.  Sort of making fun of her.  That seems to happen a lot at my office.  I’m glad that the staff got to hear that example.

Thanks for the teleconference today! It was informative and helpful.

Everyone needs a reminder to stop and listen before we speak. Listen to the complete story before making suggestions. Have a great weekend.

(Was it Useful?) Yes – it was thank you.

Hi, I attended, very helpful.  Thank you,

“Geronimo Stone is an inventive way of incorporating the realistic issues business owners face today with an innovative business management model. The book holds the reader’s attention by integrating a fictional novel-type story.  Kudos to Craig Stevens for a job well done.”

I attended your workshop today. Thank you it was very helpful. Thank you.

Good class today-we had a discussion regarding our body language after the WebEx. Interesting when you don’t realize you are doing it.

Thank you so much for an exciting and interesting class. Your research and website will definitely be something I will use and study in the future. Thanks again~

Thank you again for a great experience. I will be sure to keep all my notes from class and the team assignments. You really made all the information understandable.

Professor Stevens,

I thoroughly enjoyed your Principles of Management Supervision class you lead for Trevecca. Not only were your teaching methods very cohesive with adult learners, the topics were timely and applicable to our professional lives immediately. We walked away with tools we can use, not just knowledge. I can’t express how much I appreciated the time and energy you took to video our classes and make them available as POD casts on your website. Having those resources is helpful, and it is reassuring to know that the class information (and so much more) is available to me just a click away! You are a great teacher, and really show how much you believe in learning from one another through all the extensive information available to past, current, and future students, colleagues, and clients on your website. I am glad to have met you, and hope to continue to stay in touch throughout the years.

Many thanks,

Hey Craig

…It was truly a pleasure meeting you. You are a great speaker with so much enthusiasm! I noted some of your slides on change today in the PgMP Prep class!

“The Geronimo Stone Series outlines innovative business transition concepts.   The books, workshops, and models found here establish a stage for implementing and managing the leadership strategies that create partnership and a service attitude.  The focus is building and reinventing the global business enterprise.  The models are a fresh approach to transforming any organization’s visions and energies into a systemically successful approach to business.”

“Geronimo Stone pulled out the emotion as I felt the frustration with Tommy, the sadness, strength, and humor of Aunt Brenda, and the courage to face the destructive forces of greed from the competition. The heroism of Geronimo in the midst of war made me cry. Then, at the end of the drama, I realized I had learned some vital business techniques without feeling the pain. I believe this is the best way to learn…relating to others’ losses and triumphs makes you feel a part of the whole. This great work of fiction introduced vital principles of everyday work ethics and productivity. A must read for anyone who is striving for integrity in the workplace!”

“I was fortunate enough to read the story of Geronimo Stone and his Mobile of Excellent Management. I say this only to complement the mobile, which is simple in its design but seems to fit into any situation and give a stable model of an effective organization.  I will be able to compare back to that no matter what field I end up pursuing. The writing was not bad, either.”

“Geronimo Stone is a very entertaining as well as educational book. Craig Stevens has written an educational book that reads like a mystery. I found the book very well written. The strategies listed in Mr. Stevens Mobile are very common in the manufacturing world, but he has found a way to put them together in a very understandable and memorable way. I would, and have, recommended this book to others.

The staff at …. Medical Group of … All listen in today – They went through the work book – I’m also printing the workbook out and putting in binder.

“A well-written, easy-to-read, and engaging piece.  I found it easy to identify with the characters and found the pages going by very quickly!”

“I did enjoy your book. I found it to be “entertaining and informative” which is a nice combination after a long day at work. It was easy to read not dry and sleep inducing as I have found most management books. I think you have a winner here. I look forward to the second installment.”

“The tale of Geronimo Stone is very riveting. The progression of the story unravels the underlying business principles. The principles are applicable in everyday life as well. The story is well thought out, inspirational, and educates one in the process.”

“Being an avid music lover, the Geronimo Stone story line caught my attention and held it until the end.  I was impressed with the writers’ style.  They bound together the “mobile of excellent management” and challenged the company’s employees to work as a team to find a way to bring about change.  The authors did this without losing the focus on the company’s employees, values, or credibility.  The book is creative, mysterious, and fun to read. Can’t wait to see what happens in the next book!”

“‘Geronimo Stone’ is a unique blend of fictional mystery written as a life drama. Craig Stevens uses real business models entwined to hold the business executive as well as the non-business reader captivated. Through each chapter my interest was peaked and I could not wait to find out what happens next. This book will make a great addition to anyone’s business or personal library.”

“I found the book ‘Geronimo Stone’ to be Business Informative, placed in an enjoyable read.”

“A unique and creative look at contemporary management principles surrounded by a tale of mystery and suspense.”

“I’ve been in the corporate business world more years than I want to admit. I quit reading “Business Management” books years ago. They were either too warm and fuzzy for my tastes or were retreads of the same tools and techniques under a new buzz word. After the first chapter of fancy color charts and the same old models in new clothes I was bored.

Geronimo Stone is different. I won’t give any secrets away, but if you are a leader, think you are a leader, or want to be a leader, you must read this creative delivery of management strategy. If you are an excellent leader, it will reinforce your efforts. If you want to be an excellent leader, you will find the “mobile” to benchmark where you are against where you need to be. Read the book and prove me wrong.

I really enjoyed reading this book. Very creative approach.

“Geronimo Stone is certainly an innovative way of presenting a business management model for consideration. Craig Stevens has written a suspenseful fiction novel, incorporating his educational, professional and Christian background. The book is well-written and well-edited.”

“I found Geronimo Stone very engaging and easy to read.  The authors did a great job of weaving the novel around the business principles.  I felt like the conclusion came quite fast and furious once it started to unfold.”

Was it useful?  Yes – been having issues here so it was helpful.

Yes sir, I did. It was a good reminder for the staff as well. Too often people do not realize what their body language is saying to others. How you make people feel will leave a more lasting impression than words spoken. With you leaving, will there be any further on customer/patient services?

Craig: I am so sorry to see you are leaving.  You have added inspiration to the past several months. I wish you happiness, joy, and success in whatever endeavor and opportunities that await you.

Absolutely, First Impressions was helpful. It makes you stop and think about how your body language may “speak” to patients, but also, identifying factors of body language will help you “read” more into what the patient is saying or not saying verbally.

My name is … and I am a Medical Office Specialist with ….OB GYN Specialists in …. I attended the Body Language seminar via phone on …. I found the seminar very informative and helpful, as it reminds me to provide good Customer Service both to our patients, as well as to each other within the facility. I think we sometimes become distracted, and are not aware of the impression that we may make with others. While our patients sometimes arrive at our facility with a physical problem, how we acknowledge them and interact with them  can make them feel better despite their illness. We must also remember to apply these concepts when working with each other, as both negativity and positivity can be contagious. I look forward to more of these seminars.

Staff liked the information provided in the WebEx and felt as though this is helpful information. And also a great reminder for us that we do need to be aware of our Body Language, as it does affect our patients, even though we may not realize it. Thanks!

I want to thank you for sharing your information with me this afternoon. I was the only person in the room for the seminar. I thought it was great that you had us interact while we waited for other people to join. I think the seminar was great! I believe it will help myself and others take notice of their stance and facial expressions when approaching a patient and/or coworkers. Thank you again for sharing your time with me.

Thanks Craig, your enthusiasm and hard work has been much appreciated.  Best wishes to you in your new role.

In my opinion the webinar re Body Language is something EVERYONE should attend. Managers included.

Thank you for the class I enjoyed and agree. I really enjoyed the class was very informative. You will be missed.

It was very helpful and the hand out should be valuable to all front office staff as well as clinical staff. Thank you,

“Craig Stevens has incorporated an entertaining read with intrigue and some great principles.  These principles are good to live by and to operate a business with.  ‘Geronimo’ will hold your attention while you learn.”

Good afternoon Craig, I have been reading the manuals from your e-mails and have attended couple of conferences. I have a quiet personality and the information has been very helpful. I enjoyed the workshops. Thank you.

I find this class particularly interesting as I often have my arms crossed when speaking with people, because I’m trying to warm up my hands. I am careful to make people aware of this so they don’t think I am taking a closed position to what they are saying.

Class was very informative and showed a lot of things to improve on with body language.

Was it Helpful? Absolutely. It’s easy to forget how these silent cues can greatly impact another person. Very eye opening!

Hi- I just listened in to the Body Language presentation! Thanks so much for the great information!

Hi Craig, I attended the WebEx today. I have found all of these to be helpful.  We have been having some issues that you are bringing up so it helps to educate our staff. Thank you.

I participated in the Web Ex Presentation today and thought it was fabulous! I think Body Language is key when communicating with patients.  Negative or positive body language can really set the tone for an interaction with a customer/patient. Thank you!

As far as I know, I’m thrilled that 95% of my staff attended. Just had one that couldn’t get on but, they will attend next Wednesday. That in itself it a testament that they are getting used to this and are enjoying it.

Thanks for all the informative information. It’s good to hear patient’s comments.

I thought the body language WebEx was the best one yet. I thought it was very helpful particularly for upfront office staff, who often get the upset patients before anyone else does.