John Madden - Repeat Customers - Eliminate Mediocrity

John Madden's Speaking

“MOMENTS OF TRUTH”
Repeat Customers through Outstanding Customer Service

OBJECTIVE: This seminar will show you how to eliminate mediocrity from customer service, how to guarantee that your customers will come back, and how to make your customers your best ambassadors. You will learn how to get your employees pumped up about service so they can make it happen even when you’re not around.

DESIGNED FOR: This seminar is designed for owners, managers, supervisors, and operators, in all areas of the business or enterprise, whether front-line or in the back office.

OUTLINE:

Controlling First Impressions

Managing the “Moments of Truth”
You never get a second chance….
The customer’s biggest decision!

What the Customer really Wants

The four needs of a customer
Why some of your customers never return
What does Outstanding Customer Service look like?

What Role do You Play?

Who’s in charge?
“That’s not MY Problem”
You have three choices

Head-on Contact

The telephone can make or break your business!
Experience is not enough in Customer Service
Shut up and listen!

You have to Make it Happen through Your Team

Is your management style holding you back?
Are your expectations understood…your standards too low?
“What’s in it for me?”

How to Convert an Angry Customer into your Best Ambassador

Two things you must never do
Taking action without hesitation

How to “Program” Yourself and Your Employees

Where do we go from here ?

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