CASE STUDY 01:
ScotiaMcLeod Direct Investing

The Challenge:
To raise the standing of SMDI in the Dalbar Survey done in the Financial Services Industry of On-Line Brokerage services offered to the public.

The Solution:
Working with team leaders and their groups, through Workshop format, as well as one-on-one coaching sessions, raised the level of awareness of all criteria used as a measurement of good customer service in financial services.

The Results:
SMDI benefits:

» Within the next reporting period, raised the ranking of SMDI On-Line

Traders in the Industry:

» Created better investor relations » Increased customer satisfaction and sales

CASE STUDY 02:
Citibank
Santo Domingo, D.R.

The Challenge:
Senior level executive required skills to improve presentations to English speaking clientele. While Spanish was the mother tongue, and there was proficiency in English, practice was needed to gain confidence in speaking English when this was required.

The Solution:
Working one-on-one using methods to increase projecting abilities as well as improve diction, and pronunciation, we were able to create confidence when conducting business in the English language. Gaining familiarity with the phonics of English, as well as the ability to express corporate policies and procedures clearly, was achieved.

The Results:

» Created better, more effective presentations » Enabled clearer communication in written and spoken word within the Bank internationally as well as to clients and the public » Increased the profile of the Bank within the community

CASE STUDY 03:
Professional Therapist
Santo Domingo, D.R.

The Challenge:
A successful therapist whose speaking style was appropriate for individual client contacts -- was being called upon to present before Seminars, Workshops and other Professional Organizations -- realized that a stronger public speaking style was needed.

The Solution:
We worked on diaphragmatic breathing techniques, which in turn produced a stronger vocal quality. We also developed projecting exercises, use of body language and eye contact for larger groups until all public speaking opportunities were thought of as "enjoyable".

The Results:
The confidence that was generated from this "new" speaking style, enabled this professional to increase the scope of potential new client opportunities as well as increased standing in the professional community by leading Seminars, Workshops and Discussion Groups.