CUSTOMER SERVICE STRATEGY
- A Strategy That Cannot and Will Not Be Copied
- Building a Brand Around Service
- Building Market Share and Market Dominance
e-SERVICE
- Eat or Be Eaten
- E-Commerce, Survival
- Role Models: Amazon, LL Bean, Redbox, Go Daddy
LESSONS FROM WORLD CLASS SERVICE LEADERS
- Role Models: Costco, General Electric
- Developing Attributes of Service Leaders: Mayo Clinic, Northeast Delta Dental, Southwest Airlines
- International Role Models: Metro Bank London, Wilderness Safari Africa, Singapore Airlines
SIX STEPS TO CRUSHING THE COMPETITION
- Understand the Service Strategy
- Eliminate Dumb Policies and Procedures
- Hire the Best People/Learn to Love Them
- Empowerment
- Train All Employees
- Measure Results
SPEED: DO IT FAST, DO IT RIGHT, AND DO IT NOW
- Creating a Speed Mindset
- Eliminating Barriers to Speed
- Keep Promises and Over Deliver
CUTTING COSTS
- Secret Strategy of Service Leaders
- Eliminating Waste and Costs
- Why Price is Critical to Building Value
CRAZY POLICIES AND PROCEDURES
- How Easy Is It To Do Business With Your Organization?
- Dumb Policies and Procedures Cost Money and Time
- Kill a Stupid Rule
HIRE THE RIGHT PEOPLE AND LOVE THEM
- A Skill All Service Leaders Master
- Steps Necessary to Hire the Best People
- Which Works Better – Money or Recognition?
- Terminating Non-Productive Employees
Social Economy
- Poor Response can Kill You
- Facebook, Twitter, Google, Trip Advisor
- Damage Control Skills
EMPOWERMENT – MOVING HEAVEN AND EARTH
- Why Empowerment Works
- Four Problems You Must Overcome
- Techniques Critical to Building an Empowered Workforce
UPGRADING YOUR MOST IMPORTANT ASSET – PEOPLE
- Critical Design Techniques For Effective Training
- Are Service Role Models Born or Developed?
- How To Motivate Employees To Care
- Creating a Service Culture With Leading Edge Training Products
SERVICE RECOVERY
- From Hell to Heaven in 60 Seconds or Less
- Four Techniques That Work
- Inexpensive Marketing Money That Works
MEASURING RESULTS
- Why Hard Numbers Are More Important Than Surveys and Satisfaction Research
- Getting and Keeping the Ear of the CEO and Top Management
- Surveys – The Ultimate Question
- Zero Defections Can Couble Your Growth & Increase Profits 25-100%