Customer Service and Team Building Seminar
by Lisa Ford

Ever wonder how an organization can get its entire work force eating, sleeping, breathing customer service - especially in an age when common courtesy, extra effort and empathy are in short supply? Ever wonder how a company comes up with the service ideas that turn its customers into avid (and unpaid!) ambassadors for its products?

You'll go "on location" to learn what companies such as Seiko, EchoStar, Men's Wearhouse and others are doing to "wow" current customers and woo new ones with superlative service.

Lisa Ford's wisdom and advice have helped bring about dramatic customer service improvement in dozens of companies, large and small. Now she brings those same insider insights to you, in this new-from-the-ground-up version of How to Give Exceptional Customer Service, still the best-selling training video of all time.

Learn:

• What the Customer Service Experience is - and why it's so important
• Your customer's 4 basic needs - what they are, how to meet and exceed them every time
• How your "points of contact" can help you see your service through your customer's eyes
• How to treat your customers as if they are always right (especially when they're wrong)
• Simple ways to build trust and make customers feel you're "on their side" - no matter the complaint or problem
• Potentially inflammatory words and phrases - and what to say instead
• 6 steps to help you bounce back from mistakes and blunders
  Ways to "soften the blow" when delivering bad news to your customers
• How to avoid "coffee-break stress syndrome" - and use your break time to refresh and recharge
• The "9 Out of 10" Rule: Use it to recognize how negativity may be creeping into your customer interactions
• The 7 characteristics of a Customer Service Star (and how you can develop them too)