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Over 100,000 Customers Served.
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It's the attitude behind the service that matters the most...
“Excellent seminar. Very involved with participant feedback and examples of service situations and experiences.”
"Cary is a master at understanding and teaching service excellence. He has a unique ability to relate to and help all sorts of organizations truly improve their attitude towards client service."
"Had people come to my office to thank me for the best thing we have ever done..."
"Not only will it improve my customer service, but I know it will help me improve all my relationships. Great stuff!"
“Great speaker! Really got me to open my eyes to customer service. Outstanding seminar!”
“An energetic and involving seminar. Cary enhanced my awareness of value of “great” customer service.”
“Great enthusiasm and educational. I would like my employees to experience Cary’s presentation.”
“The individual experiences with both poor and excellent customer service were enlightening. I can’t wait to apply what I learned today.”
“Great seminar. Very informative and will pass on the information and use it during my day to day life. Thank you.”
"Cary truly knows how to connect with his audience."
Words from the Audience..."Fabulous, could listen to you for hours."
"Very enthusiastic, great messages. Book him again!"
"Excellent presentation!"
Giving customers more than they expected
Every once in a while we more than we expected in the role as a customer. When this occurs we automatically feel that the company was fair and trustworthy. Because "they did not have to do it," we somehow feel obligated to them in a good way. In essence, we appreciate what they did for us that we want to tell others about the experience What happened in reality is that we feel that the company really cared about us.
Smart companies understand this basic principle. They always try to go the extra mile in making sure that they exceed their customer's expectations. Remember this and you will find new customers knocking on your door in no time.
Everyone wants the feeling of belonging
One driving force that every human shares alike is the need to belong. This is especially important in the area of making people feel welcomed and comfortable at your organization. When a customer is given a warm welcome and felt accepted, he or she will sense that others care. This alone has a powerful effect on how others perceive your overall service. They will want to tell others about you simply because they trust you and feel that people care. If you can remember that everyone wants to feel accepted, you can then focus on developing a more welcoming atmosphere for your customers. This sincere heart of caring for others will separate your organization from others.
The golden rule that every great manager follows
Great managers all have a similar trait that separates them from the pack. It's called the golden rule of management:
"Treat every employee the way you want every employee to treat the customer."
This simple rule will go a long way in building a great team and happy employees!
What do customers notice first when they walk through your door?
The customer enters your door and will make a first impression of your organization based primarily on whether or not he or she has been properly greeted. These first few seconds of contact can make or break how the customer will perceive your service. This is why it is essential that everyone is greeted with a friendly smile.
When customers feel welcomed and receive the feeling of acceptance, they will automatically rate the service higher. One of the key ingredients in creating this warm and inviting environment is to remind every service team member to simply offer a kind smile to each customer who enters.
The smile conveys to customers that they are welcomed. It shows that they are not an intrusion. This allows each customer to relax and feel a sense of belonging. Not only will they remember your friendliness, but customers will walk away feeling that the service was excellent!
Would you want to be served by you?
Here's a simple question to measure your customer skills: Would you want to be served by you if you were the potential customer? If the answer is yes, then congratulations! But if you answered no, then consider ways to make others happy to be served by you.
Offer the Disney Experience!
Organizations such as Disney World understand the importance of creating a wonderful experience for their guests. One of the keys that the Disney customer service workshops focus on is understanding the inward needs of every guest and providing a pleasant memory in the process.
Listed are what I consider to be the top four inner needs of a customer. When we meet these needs, we will soon find that our star rating in the area of customer service will eventually climb to a higher level:
1. The inward need of the customer is to feel welcomed
This is what I call the "friendly factor." Customers who feel welcomed and accepted will begin to view the service in a more positive way.
2. The inward need of the customer is to feel important
Every customer wants to feel like a VIP. When this need is fulfilled, the customer will automatically rate the service higher.
3. The inward need of the customer is to feel respected
When respect is consistently given to the customer, they will want to tell others about their positive experience.
4. The inward need of the customer is to feel appreciated
Consistently show appreciation and you will win the customer for life. More Great Tips >
1-3 Hour On-Site Workshops:
Our 1 to 3 hour tailored workshops are interactive and focus on how to build a better customer service team.
Choose Your On-Site Seminar:
1/2 - Full Day Workshops
Our 1/2 and full day workshops are interactive and cover all aspects of building a great service team.
Keynote Address:
Each keynote address will be tailored to your organization and focus on creating a better service environment.
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