DAN CLARK’S PRESENTATIONS ARE NOT SPEECHES.
THEY ARE PROFOUND, ENTERTAINING PROCESSES IN DISCOVERY
WITH A GUARANTEED RETURN ON INVESTMENT!
TOPIC #6
CUSTOMER SERVICE
(Exceeding Expectations, Creating Surprise)
TITLE
“Creating Wows!”
(Empowered Employees Create Loyal Customers)
Dan shares inspirational experiences and company case studies of practical application techniques, attitudes and actions taken by executives and employees who are committed to Service Before Self. True Customer Service is about listening not just hearing, remembering people’s names, and anticipating customers wants and desires Before they ask.
Dan’s famous story of the hotel “Bellman” going beyond the call of duty epitomizes what can happen when an individual employee feels smart, needed, and important enough to take ownership of creating an extraordinary customer experience.
Customer service is not a department - it’s a way of life! It’s attracting and hiring the right people who have an automatic response to take care of the needs of others. Creating consistent, predictable Customer Delight is about exceeding expectations, and comes from asking ourselves what are we willing to do that others are not willing to do. Through empathetic compassion and a finely tuned ability to listen in between the lines of what people are really saying and wanting, Sales is linked to Customer Service, which creates loyalty with both internal and external customers, which in turn validates Bill Marriott’s philosophy that “when you take care of your employees they will take care of the customer.” Dan makes it clear that success in satisfying a customer’s needs and then exceeding his and her expectations boils down to nothing more than a positive attitude that there is always a way – we just need to find it, a willingness to say yes when it’s easier to say no, and a commitment to finish the task, not finish on time!
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