THE SERVICE STRATEGY
- Building a Brand Around Customer Service
- A Strategic Weapon – Differentiation Strategy
- Steps Critical to Driving a Service Culture
- Build Market Share and Market Dominance
- Crush the Competition
e-SERVICE
- Eat or Be Eaten
- Speed, Price, and Service
- e-Commerce: How to Survive and Grow
- Role Models: Amazon, LL Bean, Go Daddy
THE LEADERSHIP CHALLENGE: HOW TO KEEP CUSTOMER SERVICE QUALITY ON TRACK
- Developing a Customer-Focused Corporate Culture
- The Key Ingredients for Absolute Superior Service
- Effectively Model Visions, Values, and Behaviors
CUTTING COSTS
- Secret Strategy of Service Leaders
- Eliminating Waste and Costs
- Why Price is Critical to Build Value
ADVANCED TECHNIQUES FOR BUILDING CUSTOMER SATISFACTION
- Lessons Learned From World-Class Leaders: Amazon, Costco, Southwest Airlines, Vail Resorts, Apple
- Developing the Attributes Displayed by World-Class Service Quality Leaders: Metro Bank London, Wilderness Safari Africa
SPEED: DO IT FAST, DO IT NOW, & DO IT RIGHT
- Creating a Speed MIndset
- Eliminating Barriers to Speed
- Keep Promises and Over Deliver
DON’T HIRE EMPLOYEES WHO HATE CUSTOMERS
- Selecting the Very Best Employees
- Powerful Techniques on How to Motivate and Improve Morale
- Developing and Keeping High Performing Employees
- Terminating Non-Performing Employees
SOCIAL ECONOMY
- Poor Response can Kill You
- Facebook, Twitter, Google, Trip Advisor
- Damage Control Skills
EMPOWERMENT: A WAY OF LIFE
- 3 Reasons Employees Do Not Use Empowerment
- Creating Millions of Overhappy Customers
- Bending the Rules to Keep Customers
- How to Create an Empowered Culture
- Without Empowerment You’ll Never Be a Service Leader
DESIGNING EFFECTIVE QUALITY TRAINING TOOLS
- Key Critical Design Features
- How to Motivate Employees to Care
- Techniques on How to Change Attitudes and Behaviors
SERVICE RECOVERY
- The Art of Keeping Unhappy Customers
- Four Techniques That Work
- Moving Heaven and Earth
- Learn How to Take Unhappy Customers in Sixty Seconds from Hell to Heaven
CUSTOMER RETENTION
- Customer Satisfaction Research, Surveys, Mystery Shops
- Your Defection Rate
- Wow the Customer