We have the employees. We have a great product. We have customers. What could possibly go wrong?

What can a leader do when all the right puzzle pieces are available, but things just don’t click together? How does a leader manage the unmet expectations of an unhappy customer? Why does it sometimes feel like really exceptional customer service is a dying art?

We’d like to change that.

This workshop will focus on teaching employees and leaders – at all levels of the organization – some practical, hands-on skills that foster amazing customer service. The kind of service that is memorable and noteworthy. Amazing customer service does exist, and we can learn the “secret sauce.”

In this workshop, we’ll discuss:

• The multiple facets of customers, both internal and external, that shape both employee and customer experience.
• The types of conversations that scientifically have the highest biological and emotional impact and response.
• Skills to become service-minded, to act versus react.
• Reconnecting to our reasons of not just what we do at our jobs, but why we do it.