Dr Bev Smallwood

Managing The Magnetic Moments Of Customer Service: Beyond Satisfied To Absolutely, Positively Impressed

Customer satisfaction is not enough. That simply means that the customers got what they expected – no more. They do not go out and tell others about those experiences; they take them for granted. After all, they simply got what they were supposed to get. In order to gain that critical word-of-mouth advertising, their experiences with your organization have to arrest their attention, surprise them, impress them.

This workshop enables leaders to be customer champions in the organization, not only going out of their way to demonstrate outstanding customer service themselves, but also to expecting, coaching, and rewarding their team members for creating absolutely, positively impressive customer experiences. We call these “magnetic moments.”

In particular, leaders will:

  • learn the secret equation for creating customer loyalty;
  • discover the most important question customers are asking;
  • find out how to discover what various customer segments are looking for;
  • practice communicating customer expectations to employees;
  • learn how to coach employees to listen and respond impressively in every “magnetic moment” with a customer;
  • explore how to turn a service mistake into a stronger customer relationship;
  • explore low-cost ways to continually obtain customer feedback and to be sure that service providers put that feedback to work.
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Post Office Box 17918

2013 Hardy Street

Hattiesburg, MS 39401


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Post Office Box 17918 • 2013 Hardy Street • Hattiesburg, MS 39401 • 601.264.0890 • 877.can.lead (266.5323)