Hello, I'm Leslie Coleman. I'm going to take you through this training program. My background includes over 30 years as a consultant, working with business and government to improve the way people work together. I've also co written and presented this training material to thousands of people. It's primarily designed for people who have had a small amount of prior training in providing excellent customer care. But if you have had previous training, you'll still find new ideas and opportunities to reframe the way you do or think about your job.

What we'll be doing in this course, is giving you a framework for a number of skills you already have, that you use in your home and social life, and suggesting how they can make a difference at work, because customer care is not just the way We interact together. It's a different way of looking at the way you do your job. It involves the physical environment forms and procedures, how we communicate lots of things. This material is based on solid research and wide experience in retail business and consulting includes ideas for people whose customers are online or on the phone, as well as the traditional face to face interactions. And we will be covering tips based on cognitive neuroscience, the how and why our brains work the way they do. We know the concepts and ideas in this training program work.

Thousands of people have told us so we hope you enjoy watching and listening and find things that will help you provide better service to your customers, wherever they are. We want you to complete the course with a clear understanding of who your customer groups are. And they need specific skills that will enable you to deliver service to them that exceeds their expectations and understanding of what you will get out of putting all this into action, and seeing how you can benefit by examining your own work areas and coming up with new ideas to improve the internal operation to the customers benefit. The last activity of the course, will be writing down at least three ideas to discuss with your managers, instructors or supervisors. So please keep this in mind during the program and write in your workbook ideas that you come up with, that you'd like to try out.

This training program includes a number of lessons which you can watch when it suits you. We use strategies that neuroscience tells us will help you retain information better and longer. These strategies include repetition, so doing the exercises in the workbook will help you get more out of the course. They also include linking the left and right sides of your brain, which helps reinforce the ideas. The workbook contains some notes. But please take your own as well.

Participation is important to keep your brain engaged. So jot down questions as we go through the lessons. You can send them to us if they're not answered during the course, at the address in your workbook. Just like elite athletes, you need to regularly practice the things you're here here to improve. bringing attention to your actions, thoughts and behaviors during your interactions with your customers will help you get better results for your customers and for yourself. This is mindfulness in action.

We encourage you to start now, by bringing your attention to how you're responding to the training materials, and examining how you can get the most out of them. The key concept we'll be talking about is the Power of Habit and how and why you can change it. Okay everyone, we are going to build the courthouse when it gets a prize. The rules are no using anything but cards. Notice from the other person's structure and told us structure wins. Okay?

Go Okay, stop now, let's see who has the tallest. Can't do that. It's cheating. It's not so this. There is nothing in the rules to stop her building like that. It's not wrong.

It's just a different way. You've got to be open to improvement when you see it. You can't let your habits block better. process as this guy did. So, that's not a traditional House of Cards didn't say it had to be traditional. looks bad.

Looks fantastic. So wobbly. It's not wobbly, it's quite, it's quite static leaning. We become so used to doing things in a certain way that they become unconscious, even automatic. We may even say any other ways wrong when it's just not our habit and therefore a bit uncomfortable. We're going to challenge that in this course, freeing yourself from old habits.

Lets you see how you can improve the way you do your job. So how do habits work? And why are they so powerful? The brain has evolved over millennia to be efficient with energy. This is why we change our behavior patterns into subconscious patterns very quickly, so we can do them without conscious thought. Just think of signing your name or flicking the indicator stalk of your car.

You can do them without thought they are habits. Great most of the time ever been in someone else's car, hit the indicator store and ended up washing the windscreen, tried signing your name with the other hand, it goes wrong and it's hard to see why. This is what happened with the House of Cards example. That guy went straight into a habit driven process. And when confronted with alternative approaches, became defensive. Even though the new process clearly go better results.

We'll be talking about spotting habits that don't serve us and how to change them in later lessons. At the outset, I want to thank you for taking the time to participate in this training. It shows you're committed to improving with the resources you have to give your customers a great experience. Congratulations. Please take a few minutes to review the notes in the workbook and complete the exercises. If you review the notes in a day or two, your retention of the material will increase considerably.

Thanks