Transform your organization by making your exceptional service a repeatable, high-impact habit.
This course provides a comprehensive framework for building a customer-centric organization by treating service as a core habit rather than an occasional act. It covers the definition of internal and external customers, the application of the total product concept, and the implementation of the Nordstrom-style inverted management pyramid. Participants explore practical techniques for face-to-face interactions, professional telephone and email communication, and strategies for managing difficult or angry customers. The curriculum concludes with guidance on establishing a customer relationship management system to ensure long-term retention and profitability.
Topics Covered:
8 activities • 8 videos • duration: 2h 9m
Enhance the professional skills that only humans can offer - and Artificial Intelligence can't. Our survival as managers depends on it!
For over thirty years, I presented face-to-face seminars, courses, conferences and workshops, including events with hundreds of delegates. I delivered more than two thousand presentations, seminars, facilitations and conferences in over twenty-five countries. My delegate evaluations over that time averaged above 9.0 on a 10-point scale. (Fact-check on those evaluation scores: For many years, I was a key presenter with four American seminar companies. Their rigorous evaluation protocols, which were collected independently after every seminar, required a minimum average score of 8.7, a score that I consistently exceeded.)
Professional development requirements vary by profession, country, and regulatory body. Before enrolling, review the course details and confirm that the content, learning format, and any listed credits meet your specific requirements. You are responsible for confirming eligibility with your regulator or professional association and keeping the records required for reporting.
