SERVICE STRATEGY
- World Class Service Leaders
- Building Market Dominance
- Nine Critical Steps to Superior Service
CREATING A SERVICE CULTURE
- Principles of Service Role Models
- Proven Financial Performance
- Service Leaders Metro Bank UK, Amazon, Southwest Airlines, Costco, Redbox
COST OF NOT HANDLING PROBLEMS ON THE SPOT
- Why Customers Often Don't Complain
- Why Bumping Up to a Manager is Expensive
- Customer Defections are Expensive
- Social Media Damage
WHAT IS SERVICE RECOVERY
- Overcoming Mistakes, Screw-ups, and Problems
- A Service Strategy
- Separates the Pros from the Amateurs
HOW TO GO FROM HELL TO HEAVEN IN 60 SECONDS OR LESS
- Service Recovery Steps that Work
- Empowered Employees
- Techniques Critical to Your Success
EMPOWERMENT: A WAY OF LIFE
- Why Empowerment Works
- Bending the Rules
- Celebrating Empowered Decisions
SPEED: DO IT FAST, DO IT NOW & DO IT RIGHT
- Eliminating Barriers to Speed
- Keep Promises and Over Deliver
- Creating a Speed Mindset
WHY EMPLOYEES DON'T WANT EMPOWERMENT
- Too Risky
- Self Image Problems
- Lack of Training