Dale Carnegie North Dakota Spotlight On: Rebecca Undem

July 17, 2015
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Welcome to our Spotlight Series featuring interviews with instructors, trainers and staff members of Dale Carnegie Training of North Dakota.

021For the month of July, we interviewed Rebecca Undem, who has been with the Dale Carnegie team for 7 years.

How long have you been with Dale Carnegie Training?  

I started with the team in 2008.  I took a full-time position with another organization in 2010 (we refer to it as my sabbatical) and returned to the team as an independent contractor in 2012.

What industry do you work with the most?

While I support businesses across industries, because of my specific background, I often work within the financial services sector.

Are there any current industry trends that are different, changing or exciting?

One of the primary challenges facing the financial services industry is the continued commoditization of their product/service offering.  Companies can’t win on their offering alone.  We often hear the phrase, “Our people make the difference.”  When companies hire us to support their workforce development, we challenge them to answer the question, “In what specific way?”

Also, financial services are facing the migration away from face-to-face transactions due to the online access many customers prefer to use.  They have fewer opportunities to engage the customer in person, making it harder to offer exceptional customer service that truly allows them to stand out from their competition.

In the same vein, for all industries, as the world becomes more digital, the changing face of the workforce presents a significant challenge.  As millennials continue to enter the workforce, not only will companies need to modify their recruiting and retention efforts, they will need to approach leadership from a new perspective.  

Mr. Carnegie’s principles only become more relevant as companies adjust to these ever-changing challenges.

What have been some of your favorite or best results within a particular industry in the franchise?  

I really enjoy any opportunity to work with a company that wants to increase the confidence and success of their customer service people in selling.  Selling is such a natural thing to do until we’re asked to do it for a living.   When people become more effective at focusing on the customer as a person and not a number, asking specific questions and truly listening to the answers, offering additional product/service recommendations becomes much less scary.

Successful sales processes create a win for all parties; the customer, the company and the salesperson.

What’s your favorite thing about working at Dale Carnegie Training?  

I love the variety.  No two clients have exactly the same needs and customizing our support is what makes us stand out.  This also means that I’m learning something new every single day and while it’s not always easy or comfortable, I know I’m being pushed to be better.

Oh, and have you met our team?  They are smart, fun and really, really good at what they do.  They are nothing short of amazing!

Describe yourself in 3 words.  

Passionate, Open, Real

What’s one fun, interesting fact about you?

I have a fighting spirit.

About 7 years ago, my husband and I moved back to my hometown of Oakes, ND (population 1,800).  We are just over 70 miles from the nearest Target.  And I survived to tell you about it.

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This post is brought to you by the good folks at Dale Carnegie Training of North Dakota, providers of professional development and management development courses and information in North Dakota. We would love to connect with you on Facebook.

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