Speed

Creating A Customer Experience By Examining The Purpose Of Speed, The Barriers That Restrain Speed, And Ways To Increase Speed


Empowerment

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Responding in a timely manner to a customer's question or concern is not an option. It is a requirement.  
- John Tschohl

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Book John For Your Next Event

One or Two Day Seminar

As the world moves faster, people become more and more impatient. It is important then that your customer service be speedy. There is no other way. If your goal is to attract and retain customers, you must deliver service to customers fast.

CUSTOMER SERVICE: A STRATEGIC WEAPON

  • Customer Service as a Differentiation Strategy
  • 9 Critical Steps Necessary to Drive a Service Strategy
  • Building Market Share and Market Dominance

e-SERVICE

  • Eat or Be Eaten - Speed
  • Speed, Price, and Technology Built Around Service
  • e-Commerce: How to Survive and Grow
  • Role Models: Amazon, Redbox, Federal Express, Go Daddy

CREATING A CUSTOMER EXPERIENCE

  • Developing a Customer Focused Service Culture
  • The Key Ingredients For Absolute Superior Service
  • Effectively Model Visions, Values, and Behaviors

ADVANCED TECHNIQUES FOR BUILDING CUSTOMER SATISFACTION

  • Lessons Learned From World-Class Leaders: Costco, Southwest Airlines
  • Developing the Attributes Displayed by World-Class Service Quality Leaders: Metro Bank UK, LL Bean, Vail Resorts

WHY SPEED WORKS

  • What is Speed
  • Shrink the Time to Get Things Done by 90%
  • All Customers Love Speed

SPEED: DO IT FAST, DO IT NOW & DO IT RIGHT

  • Creating a Speed Mindset
  • Eliminating Barriers to Speed
  • Keep Promises and Over Deliver

INTERNAL BARRIERS TO SPEED

  • Your Mindset and Attitude
  • Empowerment
  • Follow-Through
  • Accountability

EXTERNAL BARRIERS TO SPEED

  • Organizations Policies and Procedures
  • Systems and Technology
  • Reliance on Vendors or Third-Parties Who Don't Support Speed

Back

ROAD BLOCKS AND SPEED BUMPS

  • Creating a Mindset For Speed
  • Waiting Until the Last Minute
  • Slow is Easier and Less Work

SOCIAL ECONOMY

  • Poor Response Can Kill You
  • Facebook, Twitter, Google, Trip Advisor
  • Damage Control Skills

FOSTERING AN EMPOWERED WORKFORCE

  • Steps for Implementing Empowerment
  • Creating a Climate That Consistently Stimulates Empowerment and Speed
  • Super Charging Empoyees to Stay and Perform

DRIVING A SERVICE CULTURE

  • Speed Technology
  • Key Critical Design Features For Training Programs
  • How to Motivates Employees to Care With Training
  • Techniques On How to Change Attitudes and Behaviors

SERVICE RECOVERY

  • Taking a Customer From Hell to Heaven in 60 Seconds or Less
  • Four Techniques That Work
  • Moving Heaven and Earth

EMPOWERMENT: A WAY OF LIFE

  • 3 Reasons Employees Do Not Use Empowerment
  • Creating Millions of Overhappy Customers
  • Bending the Rules to Keep Customers
  • How to Create an Empowered Culture