What the talk is about
The talk was developed for customer-facing roles: customer service, municipal citizen services, IT service desks, support and anywhere else you meet people who often have a problem and rarely have patience. It builds on the three centres of the Enneagram: the head, which wants facts and an overview, the heart, which wants to be met and understood, and the body, which wants action and a solution, now.
It sounds simple, and it is. That is exactly why it works. An employee who can hear that the customer is in the head gives structure and answers. If the customer is in the heart, you start by acknowledging them. And if the customer is in the body, you skip the explanation and tell them what happens next. The result is shorter calls, fewer escalations and staff who go home with more energy left.
We use your own typical enquiries as examples, and in the workshop format participants train on them, so they have the phrasing ready the next time the phone rings.
What participants take home
- A simple model for hearing whether the customer needs facts, feelings or action
- Concrete phrasing that works for each of the three, including when the customer is angry
- Fewer misunderstandings and shorter calls, because the answer lands the first time
- An understanding of their own natural style, and which customers therefore wear them out most
Suits
Customer service, citizen services, IT service desks, support, receptions and every other customer- or user-facing service function.
Formats
Choose the format that suits your event. Every topic can be delivered in every format.
| Format | Duration | Typically for | What you get |
|---|---|---|---|
| Keynote | 45 to 60 minutes | Kick-off, conference, staff day | Energy and lightbulb moments for a big room at once |
| Talk with dialogue | 1.5 to 2 hours | Management team, department, network | Room for questions and your own examples |
| Workshop | 3 hours | Team, department, sales or service team | Participants work with their own type and how they work together |
| Half-day session | 3.5 to 4 hours | Team or management team that wants to go deeper | Workshop plus concrete agreements on what you do afterwards |
Price
Does it need adapting to you?
Every talk is built around your own examples. If you are facing a very particular situation, we tailor the content. If you want to keep working on it afterwards, the customer service training is the natural next step.
Frequently asked questions
Can the talk be used in the public sector?
Can it be run for staff working shifts?
What does a talk cost?
Can the talk be tailored?
Other talks and workshops
- Who do you think you are? (talk)
- Selling to the person behind the customer (talk)
- Motivation and leadership (talk)
- Tests, types and teams (workshop)
Book Facts, feelings or action: meet the customer where they are
Tell us about your event, the number of participants and the date, and Balder will come back to you with a proposal.