SERVICE STRATEGY
- World Class Service Leaders
- Building Market Dominance
- Nine Critical Steps to Superior Service
CREATING A SERVICE CULTURE
- Principles of Service Role Models
- Proven Financial Performance
- Service Leaders Metro Bank UK, Amazon, Southwest Airlines, Costco, Redbox
COST OF NOT HANDLING PROBLEMS ON THE SPOT
- Why Customers Often Don’t Complain
- Why Bumping Up to a Manager is Expensive
- Customer Defections are Expensive
- Social Media Damage
WHAT IS SERVICE RECOVERY
- Overcoming Mistakes, Screw-ups, and Problems
- A Service Strategy
- Separates the Pros from the Amateurs
HOW TO GO FROM HELL TO HEAVEN IN 60 SECONDS OR LESS
- Service Recovery Steps that Work
- Empowered Employees
- Techniques Critical to Your Success
EMPOWERMENT: A WAY OF LIFE
- Why Empowerment Works
- Bending the Rules
- Celebrating Empowered Decisions
SPEED: DO IT FAST, DO IT NOW & DO IT RIGHT
- Eliminating Barriers to Speed
- Keep Promises and Over Deliver
- Creating a Speed Mindset
WHY EMPLOYEES DON’T WANT EMPOWERMENT
- Too Risky
- Self Image Problems
- Lack of Training
THE STEPS TO SERVICE RECOVERY
- Act Quickly
- Take Responsibility
- Be Empowered
- Compensate
ARE CUSTOMERS ALWAYS RIGHT?
- Cost of Being Wrong
- What Percentage of Customers Rip You Off
- Secrets of Target, Home Depot, Wal-Mart, and Costco
THE POWER OF WORD-OF-MOUTH ADVERTISING
- Wowing the Customer
- Why Amazon Went From $511,000 to $74 Billion!
- Value of Word Of Mouth vs. Paid Advertising
SERVICE LEADERS
- Focus on Keeping Customers
- Value Customers and Employees
- Principles, Values, and Strategies
CREATING FORMAL SERVICE RECOVERY PROCEDURES
- Compensation that Works
- Formalizing Models that Work For Your Organization