Session: Wednesday, July 12, 2023

Time: 8:30AM – 4:30PM

• DEFINE customer service
• LEARN that to deliver superior service you must learn how to breathe life into the invisibles, which are credibility, reliability, sustainability, flexibility, responsibility, empathy, honesty, and trust.
• LEARN that diagramming a corporate structure must not be seen as a pyramid but rather a target with the customer in the bullseye.
• LEARN the difference between who is the most important person in any company and who has the most responsibility, authority, and accountability.
• LEARN how service has evolved over the past five decades.
• LEARN when you deliver the ACME (Always Create Memorable Experiences) philosophy of service, you win.
• LEARN to welcome customer complaints because they are the textbook from which we learn.
• DEFINE the difference between opposition and competition.
• LEARN lessons from two amazing customer service giants, Feargal Quinn, the founder of Superquinn supermarkets and Stew Leonard, the founder of Stew Leonard’s Dairy