THE SERVICE STRATEGY
- Building a Brand Around Customer Service
- Crush the Competition
- Implement a Strategy That Will Not Be Copied For 10 Years
DEVELOPING A SERVICE CULTURE
- Steps Critical To Success
- Developing a High Performing Empowered Workforce
- Steps Critical To Developing Your Employees
WORLD CLASS SERVICE LEADERS
- Lessons Learned From Amazon, General Electric, Costco, and Southwest Airlines
- International Service Leaders: Metro Bank London, Wilderness Safari Africa
SPEED – DO IT FAST, DO IT NOW, AND DO IT RIGHT
- Speed Role Models: Federal Express, Amazon, Redbox
- Speed Failures: US Federal Government, World Trade Center, Bank of America
- Creating a Speed Mindset
- Eliminating Barriers to Speed
- Impact of Social Media
I’M AFRAID – PROBLEMS TO OVERCOME
- Hey I Need This Job
- I Have To Pay?
- Don’t Yell At Me
HIRE AND PROMOTE THE BEST
- Be Selective – Hire 1 Out Of 50
- Only Hire Employees Who Love Customers
- Why Non Performing Employees Must Be Terminated
THE LITTLE THINGS MATTER
- Mayo Clinic
- Walgreens
- Subway
EMPOWERMENT IS MARKETING MONEY
- Half Your Marketing Money Is Wasted
- Targeted Marketing Money
- Creating Over Happy Customers
- Word-Of-Mouth Advertising
HIRE PEOPLE WHO AREN’T AFRAID TO STAND OUT
- Future Workforce Agile, Creative, Multitalented, & Empowered
- A Dramatic Facelift
- Avoid Those Who Fear And Cling To Status Quo
WHY IS EMPOWERMENT SO DIFFICULT TO ACHIEVE
- Is It Really A Myth?
- Fears and Barriers
- Creating an Empowered Culture