DESPERATELY SEEKING SERVICE

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DESPERATELY SEEKING SERVICE
Looking Beyond Satisfaction

 

PROGRAM LENGTH
1hr – 1.5hrs

PROGRAM DESCRIPTION
In this program, Greg will take you through a series of funny and thought-provoking real-world service experiences and looks at them through the eyes of the people we are privileged to serve.  Along the way, you’ll be challenged to look at the external and internal customer experience you’re providing and learn why “satisfaction” is yesterday’s goal.

PROGRAM OUTLINE

I. Desperately Seeking Service

  • Today’s service environment

  • Seeing the world through the eyes of your Internal and External Customer

  • The “Subtle” message

 

II. Why Loyal Customers (Internal and External) Defect

  • Interactive group exercise

  • Facilitated discussion of the most common reasons that internal and external customers “defect” to other options

  • Embracing the concept of “Process Mastery”

 

III. Why Satisfaction is Yesterday’s Goal

  • Giving license to mediocrity

  • Making it “Ok” to just be “Ok”

 

IV. Frank the Cab Driver

  • 10 important lessons from an unlikely source

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​A/V REQUIREMENTS

  • LCD Projector and Screen

  • If group size is larger than 50, a sound system with a wireless lapel microphone is requested

  • Because Greg‘s presentations are built in MAC’s Keynote software that that uses fonts and features that are not native to PowerPoint, and because he is often customizing and tweaking his presentation up to the last minute, he’ll be running his presentation directly from his MAC Notebook (he’ll bring the requisite adapters for the projector with him) 

PROGRAM INVESTMENT

Any presentation up to 2 hrs in length (per day*):  $5000

Each additional 2 hour block of presentation time on the same calendar day: $3500

Outside of Continental US

Any presentation up to 2 hrs in length (per day*):  $7500

Each additional 2 hour block of presentation time on the same calendar day: $5250

EXPENSES:

In addition to the speaking fee, the client is responsible for all travel related expenses including roundtrip airfare, lodging, meals, ground transportation, etc. (for international air travel, business class accommodations are requested).

CONFIRMATION/PAYMENT:

A signed Program Confirmation is required to secure and confirm the speaking date(s). Fees plus any applicable expenses are to be paid by corporate/cashier’s check, Visa, MasterCard, American Express, Discover card, or electronic wire transfer by the day of the event. 


Cancellation Policy:

If the engagement is cancelled by the client, and is not resold, any travel related expenses incurred by Renaissance Unlimited, Inc are to be reimbursed and the following schedule percentage of the fee will be in effect from the time written notification is received:

  • 30 days or less prior to scheduled engagement: 100%

  • 31-60 days prior to scheduled engagement: 50%

  • 61-120 days prior to scheduled engagement: 25%

 

*Note: Fees are per location, per day, and are subject to change. Please call us to confirm that these fees are current.

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Are you ready to book Greg?

Are you ready to book Greg?

Are you ready to book Greg?