The Secrets of Superior Service
Applying these secrets is key to your success
This energizing and entertaining presentation highlights key principles everyone, every company and every organization must apply to deliver superior service. Packed with true stories, powerful examples and colorful illustrations, The Secrets of Superior Service will inspire you, educate your colleagues and motivate your service team.
The Secrets of Superior Service shows how, and explains why, you must:
- Fly Over Your Customers' Rising Expectations
- Provide Excellent Product, Excellent Delivery and Excellent Service Mindset
- Climb the Stairs to Unbelievable! Levels of Sales, Service & Achievement
- Strategy and Tactics to "Manage" Customer Expectations
- How to Bounce Back! through Effective Service Recovery
- Appreciate Your Complaining Customers
- Shift from Blame and Shame to Taking Personal Responsibility, and
- See the World from Your Customers' Point of View
Everyone agrees that providing better service is essential to continued success in today's competitive world. But too often, people regard quality service as "the fuzzy stuff" and don't know where or how to begin making service progress. This interactive presentation clears the fog in an entertaining way, showing concrete steps for immediate service improvement.
Who Should Attend:
The Secrets of Superior Service is appropriate for everyone involved with service. From presidents and managers to frontline service staff, this presentation has consistently received the highest ratings:
| "A powerful and entertaining program. Breaks through the old mindset and triggers action now!" - Motorola
"A very significant learning experience, and a thoroughly enjoyable one as well."
- Singapore Airlines
"Just the right mix of fun and learning!"
- Citibank
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Outline of Key Points:
- Customers' Expectations are Rising
- across industries, companies, functions and locations
- to satisfy customers, you must "Fly Over" rising expectations
- Excellent Product
Excellent Delivery
Excellent Service Mindset
- the first two can be easily purchased or copied
- the third requires a culture, it must be built from within
- Climbing the Stairs of Increasing Customer Value
- delivering service from "Basic" to "Unbelievable"
- the good news: you can always do more
- the bad news: once you do it, they expect it
- the reality: keep on climbing!
- Managing Customers' Expectations
- you can influence expectations, to mutual satisfaction and advantage
- "underpromise, then overdeliver"
- use "clear, kept promises"
- Bouncing Back through Superior Service Recovery
- when things go wrong, people talk!
- service recovery is not enough, it just "recovers"
- going the extra step to build loyalty and long-term relationships
- recovery is not a cost, it is a wise and well-timed investment
- Appreciate Your Complaining Customers
- complaints can be useful feedback and helpful tools for improvement
- only a small percentage of customers bother to complain, appreciate them!
- fix the "leaky bucket", invest time and energy to keep your customers loyal
- Shift from Blame, Shame and Justify to Taking Personal Responsibility
- the importance of playing "above the line"
- the link between "personal responsibility" and "a culture of service mindset"
- See the World from Your Customers' Point of View
- a source of improvements and innovation
- Conclusion
- your plan for taking action, right now.
Benefits For You and Your Service Team:
- Understand eight key principles that will lead you to Superior Service.
Each principle is explained in entertaining detail. You will quickly understand and apply what you've learned.
- Take concrete action to improve your service, right now.
Every section of this program features specific actions you can take right away to improve and deliver better service.
- Achieve new levels of customer satisfaction... and delight!
People everywhere are looking for, and demanding, better service. Your customers will notice the difference.
- Gain additional business from loyal customers who buy more, and more often. Your profits will improve with repeat business from your best customers. Learn how to give them the service they want, and deserve. Serve them right, and they will keep coming back for more.
- Win new customers from constant referrals and positive word of mouth. The most credible and powerful advertising on Earth is the testimonial of a delighted customer. When happy customers talk, people listen.
- Build a shared language for Superior Service.
To lay a foundation for continuous service progress, get everyone speaking the same service language! Share these ideas and concepts with everyone on your team: your staff, managers, colleagues, vendors, suppliers... and even your customer partners.
- Educate your audience with "the moral of the story".
One of the best ways to educate is through examples that inspire and entertain. Use the stories in this presentation to illustrate your service points, to drive your message home.
- Become a better customer and you'll get better service, too.
When you give Superior Service, you will understand how to get it, too! Ask for, and enjoy, the Superior Service you deserve... today.
Duration:
The Secrets of Superior Service is a high-energy and interactive presentation delivered in formats from 45 minutes to 4 hours. This wide range of time allows event organizers to select the best presentation style for a meeting, conference, workshop, seminar or retreat.
Shorter versions of this presentation focus upon Key Learning Points selected from the previous pages. Customisation to a particular industry allows for intensive focus on those issues most relevant to your company, industry or audience.
Longer versions of the presentation can unfold into half-day interactive workshops, giving participants focused time to discuss each key learning point of the session. This format also enables participants to identify practical opportunities for immediate and beneficial application.
Take-Home Learning Materials:
Printed "Participants' Guides" give the audience an opportunity to take notes and interact constructively with other audience members. Laminated cards with "Key Learning Points" provide take-home value for easy reference on the job.
Logistics:
- Eight (8) identical flipcharts.
- Wide stage area with bright lighting. (No stage required for smaller groups.)
- Clip-on wireless microphone.
- Cassette player and sound system.
- Preferred seating: curved theatre style close to the stage.
Now Available as a Complete Video Learning Program, including:
- Two full length video with hours of entertaining education.
- Two full length audio to reinforce the speed and depth of your learning.
- Personal Viewer's Guide & Workbook full of key learning points and exercises.
Copyright, Ron Kaufman. All rights reserved.
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