It’s about moving them from “willing to come back” to “will come back” while telling others how great you are.

Let’s face it, most customer interactions today are viewed as “transactional,” a series of steps that need to be performed in the proper order. When done correctly, the customer is satisfied, just like they are with many other businesses.  And that means nothing sets your business apart.

But when you shift to performing customer service that is “transformational,” you are able to create an emotional tie that differentiates you from competition and can make customers devoted to your business so they come back.

After all, which would you rather have – satisfied customers who just consider you an option, or devoted customers who consider you the only option?

Through my presentation with stories and examples, your attendees will:

• Understand the Transformational Customer Service™ philosophy and why satisfaction is insufficient.

• Understand the importance of creating an emotional tie and devoted customers.

• See new opportunities to improve service and sales.

• Become motivated to improve service/customer relations.

• Walk away entertained, energized and with information they can apply.

Available as a keynote overview or breakout session with more detail, this program is designed to WinFluence® participants to improve their thinking and actions in the service area.

How to Create WOW Customer Service in Your Front Line explains how to transform employee thinking and actions to create service that can differentiate from competition.  It will open your eyes to what you can and must do differently to get results you truly want.

Too often employees are simply told to, “Provide great service” or “Treat every customer like you would treat your grandmother” or “Go the extra mile.”  While these are good goals, they do not give employees any real idea on how to proceed or why specific actions are important.

Therefore, through this program, participants will:

• Acquire four specific training steps they can apply.

• Understand how to relate service to customer needs.

• Understand how to avoid major service mistakes.

• Get WinFluence® tips to create WOW service.

• Walk away entertained and energized with applicable information.

This presentation is designed for management and employees.  It is available as a keynote overview or more detailed breakout.  It is also available as a training session including application of my DID System™ — a specific process for generating customer-service improvement ideas.

If you were going to improve your customer service, what actions would you take, and how would you determine what those actions should be? DID System™ Training is designed to answer those questions.

Based on Dennis’concept of Define, Improve and Discover, it takes participants through a process or understanding customers’ needs and then using this information to develop actions to improve service.

The system can be applied to front-line actions (those visible to the customer) as well as support actions (supporting the front line and not visible to the customer)

Through this program, participants will:

• Be shown the importance of needs for perception of great customer service.

• Go through the process of developing actions to improve customer service.

• Uncover low-cost actions to improve service that can be applied immediately.

• Find out how to move customers from just being satisfied to being devoted to the business, thus improving sales potential.

Available as half- or full-day training, the DID System™ can be combined with information from other programs as desired if time permits.