Transform your organization by making exceptional service a repeatable, high-impact habit.
This course provides a comprehensive framework for building a customer-centric organization by treating service as a core habit rather than an occasional act. It covers the definition of internal and external customers, the application of the total product concept, and the implementation of the Nordstrom-style inverted management pyramid. Participants explore practical techniques for face-to-face interactions, professional telephone and email communication, and strategies for managing difficult or angry customers. The curriculum concludes with guidance on establishing a customer relationship management system to ensure long-term retention and profitability.
Topics Covered:
Enhance the professional skills that only humans can offer - and Artificial Intelligence can't. Our survival as managers depends on it!
For over thirty years, I presented face-to-face seminars, courses, conferences and workshops, including events with hundreds of delegates. I delivered more than two thousand presentations, seminars, facilitations and conferences in over twenty-five countries. My delegate evaluations over that time averaged above 9.0 on a 10-point scale. (Fact-check on those evaluation scores: For many years, I was a key presenter with four American seminar companies. Their rigorous evaluation protocols, which were collected independently after every seminar, required a minimum average score of 8.7, a score that I consistently exceeded.)
