PROGRAM LENGTH: 1HR – 1.5HRS

Desperately Seeking Service: Looking Beyond Satisfaction

Transformative Customer Experiences

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.

WHAT WE'LL COVER

1. Desperately Seeking Service

Today’s service environment
Seeing the world through the eyes of your Internal and External Customer
The “Subtle” message

2. 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”

3. Why Satisfaction is Yesterday’s Goal

Giving license to mediocrity
Making it “Ok” to just be “Ok”

4. Frank the Cab Drive

10 important lessons from an unlikely source

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