DEVELOPING EXCELLENCE

Finding & Keeping The Best People

Making Clear What Needs To Be Done

Letting Them Do What Needs To Be Done

Taking The Money To The Bank

What To Do . . . That’s Customer Service

What To Do When You Mess Up . . . That’s Service Recovery

People In Your Organization Will Learn

✔ That this fun-filled training will improve morale and lead to service superiority

✔ Several successful and inexpensive employee motivational strategies

✔ How to hire and retain the best people . . . it isn’t all about money

✔ Which type of motivation (intrinsic / extrinsic) delivers the best result

✔ How to discover what the customer “really” wants

✔ How to convert unhappy customers into your greatest advocates

✔ How to prevent customer service problems from climbing your corporate ladder

✔ The three “ands” of service recovery

✔ What the “declining values slide” is and how to mediate it

✔ The goals of misbehavior (employee & customer) and how to prescribe an intervention

✔ How the generational shift (with employees & customers) is impacting loyalty

✔ A playful yet extremely effective graphic interaction tool that invests employees in success

✔ What’s ten times more effective than advertising

✔ The Service Recovery protocol

✔ Why no job can pay employees what they’re worth

✔ What the “broken window syndrome” is and how to inhibit its effects

✔ Why employees don’t leave organizations, they leave _______ (sorry you’ll have to

          contact us to get the answer)