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Heart-Based Customer Service

The rewards of successful customer service are loyal customers who are happy and return again and again; a respected reputation, and increased market share. The importance of the organization’s culture and strategies as well as customer focused employees is the basis of competitive customer service. People are increasingly demanding good customer service and have more choices than ever before. Perhaps the most successful customer service company in the world is Walt Disney. The company’s remarkable success comes from its ability to keep customers coming back again and again – almost 70 percent of Magic Kingdom guests are return visitors. In this workshop, we explore Disney and other successful customer service companies, using both stories and experientially based learning.

At the end of the program, you will understand:

• How to create and sustain a powerful corporate cultures, and how this approach can build success for your organization.
• Who your real competitors are.
• How to get all employees to participate and own their role in creating exceptional customer service.
• What prevents employees connecting to your customers and how to overcome this.
• How to avoid crippling feedback that can damage your programs.
• How to create a “heart based” customer service program, and how to help employees do their jobs to create and enhance such a program.
• How to formulate an action plan that will establish commitment from all employees to support a customer-focused environment.

Who Will Benefit

While this program is obviously focused on supervisors and managers responsible for employees who interact directly with customers, others can also benefit – after all, everyone who works for a company is ultimately involved in the impression created in the customer. Individuals can also benefit by learning new tools to deal positively with conflict and create lasting good impressions – and who doesn’t need more of that?

Download and print a 2010 registration form.