DESPERATELY SEEKING SERVICE
DESPERATELY SEEKING SERVICE
Looking Beyond Satisfaction
1hr – 1.5hrs
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.
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
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)
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
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).
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.
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.